Delivering more effective customer communications

By Rebecca Harris, Research Analyst – Chartwell research shows that utilities need to engage customers to gain their loyalty and improve customer satisfaction. However, utility messages can get lost in the maelstrom of communications customers receive daily. How can utilities … View full story

Amplifying customer care and communications using social media

By Rachael Harper, Research Manager – In an increasingly digital world, utilities have seen social media channels change, grow and decline (R.I.P. Snapchat). While it can be difficult to create engaging content and manage customer care interactions for each of … View full story

Award advice: Start early, gather a team, revise often

By Suzanne Haggerty, Industry Consultant — T-minus four weeks until the deadline for submissions to Chartwell’s 2019 Best Practices Awards. In other words, for those of you planning to enter, it’s Go Time. June 12 will be here before you know … View full story

Utilities combat the “Amazon Effect” with innovative digital outage communications tools

By Russ Henderson, Senior Research Manager – Like so many other sectors of the economy, the utility industry has spent many years now battling the “Amazon Effect” – that is, the process through which disruptors such as Amazon and Uber … View full story

OK Google: Connect my utility

Rachael Harper, Research Manager – During CS Week in April, technology was a notable theme and on full display during the “Ok Google, Connect my Utility” session hosted by Google, Reliant Energy, a subsidiary of NRG Energy, and Xcel Energy. … View full story

Credit card fees – the Endgame?

By Noah Solomon, Research Manager – In Avengers: Endgame, the Avengers and their allies must unite to fight a final battle to restore the world to a sense of normalcy and undo the damage caused by the villainous Thanos. Just … View full story

Workshop: How to provide an award-winning outage communications experience

By Russ Henderson, Senior Research Manager – Here’s your chance to learn from a master. Southern California Edison’s Tomaso Giannelli will lead a limited-seating workshop during Chartwell’s 13th annual Outage Communications Conference coming up June 6-7 in Chicago. The workshop … View full story

Georgia Power bridges silos to implement technological solutions

Rebecca Harris, Research Analyst – Donna Collins, Strategic Support Analyst at Georgia Power Company, recently spoke with Chartwell about emerging technology, focusing on how utilities can bridge silos to improve the customer experience. She highlighted the importance of artificial intelligence … View full story

When outages strike, is your utility equipped with a comprehensive communications strategy?

By Allison Herdic, Industry Researcher – For several years running, industry thought leaders from across North America have convened at Chartwell’s Outage Communications Conference to listen to forward-thinking presentations, engage in thoughtful conversations and create new relationships with industry peers … View full story

Chartwell’s People’s Choice – Video category allows utilities to showcase their creative talents

By Suzanne Haggerty, Industry Consultant — Video: Whether you like it, love it, dislike it, hate it or tolerate it with a keen sense of skepticism, it’s apparently here to stay — mostly thanks to the proliferation of smartphones. According to … View full story