AI and bill payment: the future for utilities?

- by Noah Solomon, Senior Research Analyst On the docket at CS Week 42 in Tampa, Florida was the current and future state of customer experience, customer satisfaction, billing and payment and other topics for the utility industry. Among these … View full story

Upcoming webinar: SMUD increases bill alert enrollment through popular ad campaign

Rebecca Harris, Research Analyst – Sacramento Municipal Utility District’s (SMUD) “Rock Band” advertising campaign engaged residential customers in My Energy Tools by promoting three different types of bill alerts: high bill, mid-bill and bill threshold alerts. The campaign led to … View full story

How new tools, channels and technologies are taking over the way utilities communicate about outages

By Ruchi Solanki, Research Analyst – NEW ORLEANS – Chartwell’s 12th annual Outage Communications Conference took place last week in New Orleans, with presentations from industry leaders sharing success stories, best practices and lessons learned on a variety of hot … View full story

Award deadline is approaching quickly

By Suzanne Haggerty, Research Manager — We’re at T-minus two weeks until the 2018 Chartwell’s Best Practices Awards deadline. I predict that Wednesday, June 13 will be one of the busiest days of the year for me (deadline day always is) … View full story

Self service isn’t a Solo venture

Rebecca Harris, Research Analyst – In the Star Wars universe, Han Solo is a swash-buckling smuggler. While he presents himself as a loner who can’t wait to set off on his own again, he never leaves Chewbacca, Luke or Leia … View full story

Social storytelling creates authentic connection with customers

By Ruchi Solanki, Research Analyst – FORT LAUDERDALE – This year’s Social Media Conference for Utilities took place in sunny Fort Lauderdale. And while I learned that the city has some great beaches (and lizards who like to hang out … View full story

Prepay: power to the people?

By Noah Solomon, Senior Research Analyst – To right the perceived wrongs of the universe, Avengers: Infinity War sees Thanos the Mad Titan seeking the Infinity Stones, the first being the Power Stone, in an attempt to gain control over … View full story

New Infographic: Handling Customer Complaints on Social Media

By Rebecca Harris, Research Analyst – Customers expect customer care on every channel available, including social media. Utilities and other industries are investing in social customer service and implementing new technologies to find customer comments online and address them in … View full story

Learn about impressive storm, impressive outage efforts at Chartwell’s June conference

By Suzanne Haggerty, Research Manager – In the throes of a natural disaster, does your utility have what it takes to efficiently prepare your customers for outages and get them through those outages? It’s the kind of thing you don’t … View full story

When it comes to the customer experience, two ‘E’s’ are recurring themes

By Allison Herdic, Industry Researcher — Busy lives, busy customers. When it comes to interacting with utilities, two criteria often rise to the top of the wish list: easy and expeditious. Recently, I scheduled a service for my household. On the … View full story