Game on! How utilities can use gaming for contact center safety training

By Noah Solomon, Senior Research Analyst – Register for Chartwell’s Feb. 20 webinar to learn how Con Edison leveraged gaming to provide consistent and relevant safety information to more than 750 employees. Video games are ubiquitous in our modern society. … View full story

Increasing engagement and brand favorability with customers and employees

By Rebecca Harris, Research Analyst – Register for Chartwell’s Feb. 13 webinar to learn how Southern California Edison used a three-phase brand-communication campaign to demonstrate its commitment to clean energy while appealing to three key audiences: employees, customers and prospective talent. … View full story

Deadline to share your best outage communications efforts is coming up quickly

By Suzanne Haggerty, Industry Consultant – It’s that magical time of the year again: the concurrence of Valentine’s Day and the deadline to enter Chartwell’s 2019 Outage Communications Best Practices Awards. The deadline for submission is Wednesday, Feb. 13, which … View full story

Engaging utility customers in the digital age

By Russ Henderson, Research Manager, and Rebecca Harris, Research Analyst – The utility industry has not yet seen truly disruptive, fast-moving competitors shatter old paradigms. At least not in the same way that companies like Casper and Harry’s have wreaked havoc, … View full story

How a Canadian utility leveraged automation to improve the customer experience

By Ruchi Solanki, Research Analyst – Register for Chartwell’s upcoming webinar to learn how Hydro One employed robotic automation to streamline operations and improve the  customer experience. In April 2016, Hydro One began leveraging Robotics Process Automation (RPA) within its … View full story

Prepare for the future of customer communications. Take Chartwell’s Communications Survey today!

Rebecca Harris, Research Analyst – Chartwell’s 2019 Communications Industry Benchmark Survey is in the field now! Preliminary results show a shifting industry, with increased emphasis on digital channels and self-service. In fact, so far, industry professionals identify the expansion of … View full story

KCP&L grows electronic payment channels with strategic approach

By Noah Solomon, Senior Research Analyst – It seems each year, especially at the holidays, we hear about continued growth in online shopping versus physical retail. The U.S. Department of Commerce found each quarter in 2018 saw a 14-16% increase in … View full story

Calling all outage communications thought leaders: Best Practices Award deadline is just a few weeks away

By Allison Herdic, Industry Researcher – Pertinent. Intentional. Thoughtful. All of the above describe Hydro Ottawa’s approach to outage communications, especially in times of crisis. Dan Séguin, Hydro Ottawa’s Manager of Media and Public Affairs, recently shared insightful glimpses into … View full story

Dominion Energy Virginia flips the conventional customer experience model with its Strategic Underground Program

Ruchi Solanki, Research Analyst – In 2014, Dominion Energy Virginia began a system-wide initiative to shorten restoration times following weather events by placing certain outage-prone overhead lines and equipment underground. While undergrounding lines is not unique, Dominion went the extra … View full story

Hydro Ottawa leverages video, Amazon Alexa to deliver compelling outage communications

By Russ Henderson, Research Manager – Accuracy is important. When an outage takes place, customers want to know when their power will be restored. But getting the correct information to customers is only part of effective outage communications. “You have … View full story