CHARTWELL BLOG

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How to Reduce Delinquencies Before Resuming Disconnects

What can you do now to influence payment performance...
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Improving customer satisfaction with outage communications

Rebecca Harris, Data Analyst – Outage communications is a...
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Crisis and Innovation – Chartwell EMACS Keynote Presentation with Google

The last several months have been one of the...
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Learn how Enbridge engaged customers previously resistant to eBill messaging

By Noah Solomon, Research Manager Here at Chartwell, we...
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The Continuous Changes and Challenges of COVID-19 – Are Utilities Prepared?

In the past year, the COVID-19 pandemic has impacted...
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Benchmarking the state of the digital experience in the utility industry

Chartwell’s 2020 Digital Experience Industry Benchmark Survey is in...
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People’s Choice – Video finalists ready for the virtual spotlight

By Suzanne Haggerty, Senior Manager of Customer Engagement –...
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Improving customer satisfaction through outage communications

For the utility industry, outage communications is key to...
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How utilities rapidly adapted to COVID-19

COVID-19 at first came slowly to the United States,...
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Utilities recognized with Chartwell’s 2020 Best Practices Awards

Duke Energy, PSEG Long Island, Con Edison, BGE and...
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Chartwell’s 2020 Outage Restoration Benchmark report available now

Rebecca Harris, Data Analyst –   Chartwell’s latest benchmark report...
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How utilities are implementing robotic process automation (RPA)

By Noah Solomon, Research Manager – Robotic process automation...
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Chartwell’s latest outage communications benchmarks available for download

Chartwell has been tracking trends in outage communications for...
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Key Takeaways from PowerUp, Chartwell’s Outage Conference

By Russ Henderson, Senior Research Manager – We were...
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Join us next week for Chartwell’s VIRTUAL PowerUp outage conference

By Russ Henderson, Senior Research Manager – No one...
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The utility industry shifts to more mobile-centric approach

By Russ Henderson, Senior Research Manager – As the...
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Deadline extended for Best Practices Award submissions

By Suzanne Haggerty, Senior Manager of Customer Engagement — The...
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Outage communications and response complicated by COVID

By Chandler Dunklin, Client Relationship Manager – While much of...
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Confronting the billing and payment challenges raised by COVID-19

By Chandler Dunklin, Client Relationship Manager – Most utilities responded quickly...
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What to do when the COVID-19 bill comes due

As the COVID-19 pandemic rapidly evolved in recent weeks,...
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Submissions are open for Chartwell’s 2020 Best Practices Awards

By Suzanne Haggerty, Senior Manager of Customer Engagement — So, the...
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TEP meets rising customer expectations using research, VOC and cross-functional teams

Rebecca Harris, Data Analyst – John Bord, Manager of...
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In coronavirus response, utilities prove nimble even as they continue to power our lives

By Chandler Dunklin and Chartwell Staff – Utilities have...
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How to create a more customer-centric organization

By Chandler Dunklin and Chartwell Staff – Utilities have...
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As the coronavirus strikes, utilities move to protect customers

By Noah Solomon, Research Manager – The coronavirus, also known...
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Chartwell research shows jump in mobile and electronic payment options

By Rebecca Harris, Data Analyst – Chartwell’s latest benchmark...
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Three tips for turning power outages into winning opportunities

By Russ Henderson, Senior Research Manager – A badly...
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How AI improves customer communications and customer experience

Today’s customers are accustomed to receiving top-notch customer experiences...
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Metrics that Matter: How Customer Effort Scoring can improve the ease of doing business

Utilities are unique in that they often have defined...
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Best Practices Awards in Outage Communications and Outage Restoration

Chartwell is excited to announce the winners of our...
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DTECH 2020 speakers explore the future of the utility industry

“Today, we’ve figured out that customers are looking for...
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Outage maps, now essentially ubiquitous, remain a fundamental channel for utilities

Outage maps, which only a decade ago were a...
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Can utilities keep up with the times on mobile pay?

With such an emphasis placed on billing and payment...
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VOC: Discovering the precious artifacts of customer experience

Utilities connect with their own “locals” to gain insight...
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New year, new deadline: Time to work on those outage award entries

We've expanded our outage awards to two categories, meaning...
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Boosting customer experience in the utility industry through customer journey mapping

Journey maps describe a customer’s entire journey and ultimately...
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Chartwell expands the Outage Conference and associated awards

Mobile technology, grid hardware and software, analytics, and social...
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Don’t fail at scale: a lesson from airline push alerts

Push notifications can provide a convenient, satisfying way of...
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Customers expect ETR accuracy and timeliness

Understanding customer expectations regarding ETR accuracy and timeliness is...
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Utility marketplaces evolve into tools to engage customers beyond the meter

Chartwell data shows that consumers who have used their...
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Winning People’s Choice video combines information with humor

Attendees at Chartwell's 2019 EMACS - The Customer Experience...
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EMACS 2019: Delivering in a digital, data-driven landscape

EMACS 2019, held Sept. 30-Oct. 3 in New Orleans,...
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Get the latest data on robotics process automation, payment methods and more!

This year’s survey is set to continue delivering salient...
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The pioneers are still standing – will more utilities charge ahead with auto-enrollment?

This year, for the first time since 2016, a...
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ComEd, JEA, Pepco, SCE and Tucson Electric Power recognized with Chartwell’s 2019 Best Practices Awards

ComEd, JEA, Pepco, Southern California Edison and Tucson Electric...
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Increasing customer independence with chatbots and virtual assistants

Chartwell recently released a report focusing on how utilities...
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Outage communications: From culture change to tech revolution

Utility leaders have spent more than a decade working...
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Chartwell’s 13th annual Outage Communications Conference features innovation

No one knows outage communications better than Chartwell and...
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2019 CBP awards deadline is almost here

Chartwell’s other 2019 Best Practices Awards categories include Billing...
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How to welcome your new robot overlords

Robotics Process Automation, or RPA, is in vogue. Utilities...
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Delivering more effective customer communications

Chartwell research shows that utilities need to engage customers...
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Amplifying customer care and communications using social media

Customers don’t routinely visit their utility’s website for information,...
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Award advice: Start early, gather a team, revise often

Download your entry forms, which outline details on the...
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Utilities combat the “Amazon Effect” with innovative digital outage communications tools

Like so many other sectors of the economy, the...
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OK Google: Connect my utility

Google has been working with the two utilities, helping...
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Credit card fees – the Endgame?

Many utilities are currently pursuing potentially reducing or removing...
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Workshop: How to provide an award-winning outage communications experience

Southern California Edison’s Tomaso Giannelli will lead a limited-seating...
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Georgia Power bridges silos to implement technological solutions

Donna Collins, Strategic Support Analyst at Georgia Power Company,...
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When outages strike, is your utility equipped with a comprehensive communications strategy?

Chartwell researchers understand that each year, utilities are faced...
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Flint Energies prepay program increases CSAT, reduces uncollectible debt and labor costs

How can utilities, especially one with a smaller customer...
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Technology trends in outage communications place humans at the center of increasing automation

Outage communications is uniquely positioned within the utility organization,...
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Submissions are open for Chartwell’s 2019 Best Practices Awards

The original awards of their kind for utilities, Chartwell’s...
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Director of Customer Service at LG&E and KU focuses on growing ability to meet customer expectations

Debbie Leist, Director of Customer Service and Marketing at...
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Utilities recognized with Chartwell’s 2019 Best Practices Awards in Outage Communications

Southern California Edison, Oncor and Florida Power & Light...
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CSRs move beyond traditional roles as omnichannel affects call centers

As technology enables utilities to utilize more digital channels...
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Learn how utilities are transforming marketing communications with business customers

When utilities try to drive program adoption or energy...
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Game on! How utilities can use gaming for contact center safety training

With a large number of CSRs right around the...
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Increasing engagement and brand favorability with customers and employees

Capturing the interest of both customers and employees are top communications...
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Deadline to share your best outage communications efforts is coming up quickly

It's that magical time of the year again: the...
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Engaging utility customers in the digital age

Chartwell’s newest report, Engaging Utility Customers in the Digital...
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How a Canadian utility leveraged automation to improve the customer experience

In April 2016, Hydro One began leveraging Robotics Process...
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Prepare for the future of customer communications. Take Chartwell’s Communications Survey today!

Customers increasingly prefer digital channels over traditional ones. In...
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KCP&L grows electronic payment channels with strategic approach

Nearly half of utility customers pay via some form...
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Calling all outage communications thought leaders: Best Practices Award deadline is just a few weeks away

Dan Séguin, Hydro Ottawa's Manager of Media and Public...
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Dominion Energy Virginia flips the conventional customer experience model with its Strategic Underground Program

In 2014, Dominion Energy Virginia began a system-wide initiative...

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