EMACS 2019: Delivering in a digital, data-driven landscape

Rachael Harper, Research Manager – Speakers, Sessions and Second Lines, OH MY! EMACS 2019, held Sept. 30-Oct. 3 in New Orleans, was filled with compelling and insightful data, discussion and deep dives with utility leaders and winners of Chartwell’s Best … View full story

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Rebecca Harris, Research Analyst – Chartwell’s 2019 Billing and Payment Surveys are in full swing. Past surveys on billing and payment have given valuable insight into how utilities have improved paper bills and online payment processes. They’ve shown the rise … View full story

The pioneers are still standing – will more utilities charge ahead with auto-enrollment?

By Russ Henderson, Senior Research Analyst – Three years ago this month, the FCC made a game-changing decision giving U.S. utility companies legal protections so they can automatically enroll their customers for outage push alerts. A few brave pioneers, including … View full story

ComEd, JEA, Pepco, SCE and Tucson Electric Power recognized with Chartwell’s 2019 Best Practices Awards

By Suzanne Haggerty, Industry Consultant — ComEd, JEA, Pepco, Southern California Edison and Tucson Electric Power have taken the top honors in Chartwell’s 16th annual Best Practices Awards. The awards recognize excellence among electric and gas utilities with respect to … View full story

2019 award entries are a treasure trove of innovative ideas

By Suzanne Haggerty, Industry Consultant – Each summer, the difficulty of judging entries for Chartwell’s Best Practices Awards surprises me. No joke: The submissions get better every year. In June, we received nearly 100 entries in our five main categories … View full story

Increasing customer independence with chatbots and virtual assistants

By Rachael Harper, Research Manager – The United States recently celebrated Independence Day, and it just so happens that Chartwell recently released a report focusing on how utilities can increase customer independence by introducing new self-service channels such as chatbots … View full story

Outage communications: From culture change to tech revolution

By Russ Henderson, Senior Research Manager – Utility leaders have spent more than a decade working to convince foremen and their crews that, while they are working to restore power, they must also take the time to communicate about what … View full story

Chartwell’s 13th annual Outage Communications Conference features innovation

By Russ Henderson, Senior Research Manager – Last week in Chicago, the leading edge of outage communications in the industry was on full display during our 13th annual Outage Communications Conference. No one knows outage communications better than Chartwell and … View full story

2019 CBP awards deadline is almost here

By Suzanne Haggerty, Industry Consultant — Only seven days until the 2019 Chartwell’s Best Practices Awards deadline. Time flies when you’re outlining narratives and bulleting metrics, amirite? I plan to spend Wednesday, June 12 answering awards-related phone calls and emails and … View full story

How to welcome your new robot overlords

By Noah Solomon, Research Manager – What’s more terrifying than the impending robot apocalypse? The images of skeletal, metallic warriors might be long past being a realistic vision of the future, but a new omen has reared its head in … View full story