By Russ Henderson, Senior Research Manager – As the world becomes more mobile-driven, utilities increasingly see mobile apps as vital to the customer experience. While utilities have been slower to adopt mobile apps than some other industries, a solid majority … View full story

By Suzanne Haggerty, Senior Manager of Customer Engagement — So, the longest March in the history of the Gregorian calendar has finally ended. April is here, and … and it pretty much looks like March. Only everyone knows way too much … View full story

Rebecca Harris, Data Analyst – John Bord, Manager of Customer Experience at Tucson Electric Power (TEP) and member of Chartwell’s Utility Advisory Board, recently spoke about TEP’s journey to create a more satisfying customer experience in an era of new … View full story

By Chandler Dunklin and Chartwell Staff – Utilities have responded with speed and alacrity to the problems arising from the COVID-19 pandemic. The industry, which is often thought of as slow-moving and resistant to change, has in in a matter … View full story

By Rachael Harper, Research Manager – Increasingly, businesses are focused on providing innovative and easy products and services created with the customer at heart, and utilities are no exception. In Chartwell’s 2019 Customer Experience Industry Survey, nearly all (91%) of … View full story