EMACS welcomes our new robot overlords

Suzanne Haggerty, Research Manager – When you think of the robotic revolution, do you picture Rosey, the robotic maid from The Jetsons, or are your thoughts closer to the unrelenting cyborg soldiers (and sometimes assassins) from the Terminator franchise? Alas, … View full story

Auto-enrollment for push alerts, chatbots and OMS integration are among top outage communications trends

By Russ Henderson, Research Manager – Power outages are different. Of all the interactions that utilities have with customers, arguably none are more affected by changes in grid technology and shifting customer expectations than communicating with customers when their electricity … View full story

Offering multilingual communications and outreach is essential to great customer service

By Ruchi Solanki, Research Analyst – The United States Census Bureau reported in 2013 that about 21% of people age five or older speak a language other than English at home in the United States. The importance of reaching customers … View full story

KCP&L continues to pursue increased EV ownership among customers

Suzanne Haggerty, Research Manager – KCP&L launched an EV charging station program in 2015 with the goal of installing more than 1,000 EV charging stations throughout its service territory. In 2016, the company launched a campaign to deepen its relationship … View full story

Engaged employees lead to better customer experience

Rebecca Harris, Research Analyst – According to Gallup’s most recent State of the American Workplace, companies with top quartile engagement have 10% higher customer metrics than companies with bottom quartile engagement. Yet only 33% of U.S. employees are engaged in … View full story

EMACS 2018 agenda is filled with billing and payment info

By Noah Solomon, Senior Research Analyst EMACS 2018 is right around the corner, and there is a lot to be excited about in Billing and Payment. On Tuesday, October 23, Yolanda France will discuss Salt River Project’s M-Power program, North … View full story

Learn how LG&E and KU improved customer satisfaction through more accurate estimated times of restoration

By Russ Henderson, Research Manager – Join us for next week’s webinar to learn how Louisville Gas & Electric and Kentucky Utilities have improved customer satisfaction by providing more accurate and timely estimated times of restoration (ETRs) to customers during … View full story

EMACS early bird deadline is approaching – register now!

By Suzanne Haggerty, Research Manager – Only six weeks to go until Chartwell’s 2018 EMACS – The Customer Experience Conference kicks off in Tampa on Oct. 22. With the early bird rate expiring on Friday, Sept. 14, we wanted to … View full story

EMACS 2018 attendees to learn how to prioritize employee safety in response to customer threats

By Allison Herdic, Industry Researcher – When customer threats occur, how can utilities respond to protect the safety of all employees? This important industry topic will be covered in detail by Tim Melton, Manager of Customer Commitment for Louisville Gas … View full story

Chick-fil-A leaders to share analytics insights at EMACS 2018

By Allison Herdic, Industry Researcher – As the leader in customer satisfaction among all fast-food restaurants for three years running, Chick-Fil-A clearly knows something about making customers happy. Attendees of Chartwell’s 2018 EMACS – The Customer Experience Conference, to be … View full story