During large-scale outages, smart utilities are behaving more like mass-media companies

By Russ Henderson, Research Manager – While communicating with customers during power outages can be challenging even under normal circumstances, the past year has presented the industry with several extraordinary challenges. 2017 was the costliest year on record for weather-related … View full story

Learn from Consumers Energy how to boost CSAT and shed call volume by redesigning your online pay experience

Rebecca Harris, Research Analyst – Join us for this week’s webinar, Redesigning the Customer Payment Experience, to learn how Consumers Energy gained measurable results by redesigning its online billing experience. When Consumers Energy received customer feedback showing dissatisfaction in its payment … View full story

Southern California Edison, FortisBC, Hydro One, KCP&L and ComEd recognized with Chartwell’s 2018 Best Practices Awards

By Suzanne Haggerty, Research Manager — Southern California Edison, FortisBC, Hydro One, KCP&L and ComEd have taken the top honors in Chartwell’s 14th annual Best Practices Awards. Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect … View full story

People’s Choice – Video finalists get ready for the spotlight

By Suzanne Haggerty, Research Manager — Remember “movie day” in junior high and high school? When the teacher would wheel in the TV/VCR/DVD combo and you’d spend a glorious class period watching a Shakespeare production, historical documentary or science special? … View full story

Discover how to save money by improving your collections process

By Noah Solomon, Senior Research Analyst – Collections are a hassle for customers and utilities alike. For utilities, collections can be frustrating and difficult, not only on the customer side but also in the back office. The collections process can be … View full story

Connecting and communicating with employees requires diligence

By Allison Herdic, Industry Researcher — Utilities are companies with many moving parts. From the numerous departments working diligently within headquarters to keep the operational wheels turning, to the employees serving tirelessly in the field, the day-to-day nature of the business … View full story

Take an inside look at one utility’s experience with journey mapping

By Suzanne Haggerty, Research Manager — So you’ve completed your customer journey mapping project, identifying customer perceptions of experiences with your company and revealing key pain points. Now what? Past fixing the simple, “quick-hit” things, like clearing up conflicting information, or … View full story

Join our quarterly Chartwell member webinar to get the latest outage communications and self-service trends

By Ruchi Solanki, Research Analyst – With half the year already gone, it’s time to wrap up and focus on the insights and opportunities from several of our surveys and research. During today’s members-only webinar, Chartwell will present new industry … View full story

Upcoming Webinar: PECO Leverages its Energy Advisor Experience

By Rebecca Harris, Research Analyst – Join Chartwell on Wednesday to hear how PECO brought attention to its Smart Ideas energy efficiency programs. PECO is in the third stage of electric consumption reduction mandated by Pennsylvania law. In the next … View full story

The freedom of self-service

By Noah Solomon, Senior Research Analyst – July 4th: the day when we Americans celebrate our country’s birthday, the day in 1776 when our founding fathers signed a declaration of freedom from the rigid control of Great Britain and began its … View full story