DTECH 2020 speakers explore the future of the utility industry

By Russ Henderson, Senior Research Manager – Speakers at DistribuTECH 2020 in San Antonio explored the challenges the industry faces as well as its exciting prospects for the future – from ambitious changes in the energy mix to a transformation … View full story

Outage maps, now essentially ubiquitous, remain a fundamental channel for utilities

By Russ Henderson, Senior Research Manager – While in recent years utilities have placed an emphasis on developing more targeted, personalized customer communication channels like text and email, outage maps have remained a fundamental part of utilities’ outage communications strategies. … View full story

Can utilities keep up with the times on mobile pay?

By Noah Solomon, Research Manager It’s the start of a new year and utilities are already well underway in their 2020 initiatives to bring best practices, improvements and efficiencies to their customers. One of the key areas to consider in … View full story

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