VOC: Discovering the precious artifacts of customer experience

By Rachael Harper, Research Manager – It wasn’t luck, well-honed excavation skills, or some new technology that allowed archaeologists to discover a treasure trove of ancient Maya relics, last year. It was word-of-mouth that led experts to the find, which … View full story

New year, new deadline: Time to work on those outage award entries

By Suzanne Haggerty, Senior Manager of Customer Engagement – So, without getting into any arguments over whether 2020 marks the new year of the next decade or the final year of the previous decade (please stop), welcome to the roaring … View full story

Boosting customer experience in the utility industry through customer journey mapping

The following is a guest post by John Hoggard, Global Utilities Principal at Quadient Customer Journey Mapping (CJM) provides a visual representation of a customer’s end to end journey with a utility’s products and services.  It is a powerful tool … View full story

Simplifying the start-service customer experience

By Rachael Harper, Research Manager – Customers increasingly expect self-service capabilities that are intuitive and allow them to successfully and conveniently complete transactions within their utilities. Utilizing self-service for start-service transactions benefits customers and power providers, allowing utilities to collect … View full story

Accessible and actionable: Utilities are leveraging real-time analytics to improve operations and customer experience

By Rachael Harper, Research Manager – Recently at Utility Analytics Week, I got to enjoy some warm Arizona weather even as I learned how utilities are leveraging analytics to gain a deeper understanding of customers and improve business operational efficiencies. A … View full story

Chartwell expands the Outage Conference and associated awards

By Suzanne Haggerty, Senior Manager of Customer Engagement – Ah, November. Time for turkey, cranberry sauce, college football and arctic cold fronts. It’s not exactly the most relaxing prelude to the complexities of December, is it? As you’re shoveling snow, arguing … View full story

Don’t fail at scale: a lesson from airline push alerts

By Rachael Harper, Research Manager – Push notifications can provide a convenient, satisfying way of communicating with large numbers of customers. But without careful execution, they can also create highly dissatisfying experiences on a large scale. A recent experience of … View full story

Customers expect ETR accuracy and timeliness

By Russ Henderson, Senior Research Manager – During an outage of any size or duration, an estimated time of restoration (ETR) is by far the most important piece of information that customers want from their utility. Understanding customer expectations regarding … View full story

Utility marketplaces evolve into tools to engage customers beyond the meter

By Rebecca Harris, Data Analyst – Utilities are increasingly looking toward online marketplaces as an avenue to increase customer loyalty. Marketplaces are web-based stores offering energy efficient products, appliances, smart-home devices or other items. Through these stores, utilities are expanding … View full story

Winning People’s Choice video combines information with humor

By Suzanne Haggerty, Senior Manager of Customer Engagement — Attendees at Chartwell’s 2019 EMACS – The Customer Experience Conference chose Hydro-Québec as the winner of Chartwell’s People’s Choice – Video Awards. Just like last year’s finalists, the 2019 finalists were … View full story