Blog

Chartwell’s latest communications industry survey now live

By Suzanne Haggerty, Research Manager – Utility communications have undergone a significant transformation in recent years as technological progressions have made new channels available and customer preferences have continued to evolve. Earlier this year, Chartwell’s Communications Industry Benchmark Survey of … View full story

Illuminate your utility’s outage communications achievements

By Suzanne Haggerty, Research Manager – The end of 2018 is nearly here, bringing with it festive gatherings, holiday trips and – sorry to bring it up – 2019 planning meetings. Between keeping an eye on winter weather and its associated … View full story

Read about the newest billing trends and opportunities in 2018

By Noah Solomon, Senior Research Analyst Chartwell has just published the 2018 Billing Trends and Opportunity Report, available to members of Chartwell’s Premier service. In this report, you’ll find our analysis of the most critical opportunities, challenges and trends in … View full story

EMACS 2018 is in the books! Here are the highlights

The utility industry has a reputation for being, shall we say, a bit dry and numbers-oriented. Average cost per kilowatt. SAIDI. SAIFI. Return on capital and cost effectiveness. This focus on practical, measurable detail is understandable, since the industry’s job … View full story

Energize your customer communications

The following is a guest post by Matt Swain, Managing Director and Practice Lead for Broadridge Communications Consulting EMACS 2018 is now in the books. In addition to meeting new people and discussing industry-leading topics – from digital transformation to … View full story

Paper bills are here to stay … for now!

The following is a guest post by Shaun Jackson, Senior Vice President of Marketing at KUBRA. Consumer billing and payment preferences are constantly changing and evolving, and it can be hard for utilities to stay up to date on the … View full story

Invest in your contact center – Take Chartwell’s Contact Center Trends Survey!

Rebecca Harris, Research Analyst – Contact centers are rapidly changing as technology enables more customer service channels, automation and data-sharing. In fact, preliminary data from Chartwell’s Contact Center Trends Survey shows that 93% of respondents believe self-service will have the … View full story

Humor hits home run in People’s Choice – Video competition

By Suzanne Haggerty, Research Manager — The votes are in at Chartwell’s EMACS – The Customer Experience Conference, and the winner of Chartwell’s People’s Choice Awards – Video is PNM’s refrigerator recycling video. Because EMACS attendees judged the videos entirely … View full story

Engaging trade professionals through better website design

Rebecca Harris, Research Analyst – National Grid improved its relationship with trade professionals – including architects, contractors, engineers and HVAC technicians – by improving its Professional Network website. Trade professionals play a big role in their clients’ energy efficiency decisions. … View full story

Transform communications into strategic engagement opportunities

The following is a guest post by Matt Swain, Managing Director and Practice Lead for Broadridge Communications Consulting With consumers often pressed for time, utility companies are seeking ways to improve their business processes and make customer engagement easier – … View full story