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

Flint Energies prepay program increases CSAT, reduces uncollectible debt and labor costs

By Zahra Dhanani, Industry Analyst – Prepay programs provide customers with more options and help utilities reduce uncollectible debt and labor costs. Options. Today, customers expect lots of them, and they expect them right now. Many companies feel that the … View full story

Technology trends in outage communications place humans at the center of increasing automation

By Russ Henderson, Senior Research Manager – What will the utility business look like once they can send swarms of AI-piloted drones to assess damage and use chatbots to staff customer communication channels? Outage communications is uniquely positioned within the … View full story

Submissions are open for Chartwell’s 2019 Best Practices Awards

By Suzanne Haggerty, Industry Consultant — April 1 is upon us, meaning 9-year-olds everywhere are unearthing their best April Fools’ Day pranks and Chartwell employees are scraping heaps of that infamous Georgia pollen off of their cars. Most importantly, however, April … View full story

Director of Customer Service at LG&E and KU focuses on growing ability to meet customer expectations

Rebecca Harris, Research Analyst – Debbie Leist, Director of Customer Service and Marketing at LG&E and KU, recently spoke with Chartwell about challenges in the utility industry. She highlighted LG&E and KU’s approach to meeting rising customer expectations. Chartwell: Of … View full story

Utilities recognized with Chartwell’s 2019 Best Practices Awards in Outage Communications

By Suzanne Haggerty, Industry Consultant – Chartwell is excited to announce the winners of our 2019 Best Practices Awards in Outage Communications. Southern California Edison, Oncor and Florida Power & Light were the winners in the large utility category, while … View full story

CSRs move beyond traditional roles as omnichannel affects call centers

Ruchi Solanki, Research Analyst – As technology enables utilities to utilize more digital channels and move toward an omnichannel experience to satisfy the needs of customers, contact centers are rapidly changing. More than ever, frontline employees can make or break … View full story