Chartwell’s 20th EMACS Conference packed with customer focused best practices and innovations

By Ruchi Solanki, Research Analyst –

It’s our favorite time of year here at Chartwell as we get closer to our annual EMACS – The Customer Experience Conference. This year we celebrate our 20th anniversary of customer experience insights at the conference that will be held in Phoenix on Oct. 10-13. The agenda is packed chock-full of great presenters and utility industry’s most relevant forum on pressing customer-facing issues.

Attendees can look forward to several thought-provoking discussions and latest industry trends from several of our session speakers, specifically in the area of customer communications.

Dan Séguin, Manager of Media and Public Affairs at Hydro Ottawa, will be presenting on new ways the utility leverages video to educate and connect customers to their brand, employees and events. The session will dive into how they use this technology to help create a more positive sentiment towards the utility and share how they stand out through their visual storytelling.

Alabama Power will be sharing information about Alabama NewsCenter and how the utility uses this portal to communicate stories to customers about news and feature stories on a variety of topics from around the state that matter most to the utility’s customers. Mike Tomberlin, Editor of the Alabama NewsCenter, will discuss how others can explore and take advantage of content marketing and brand journalism at their utility.

Chartwell’s 2017 Gold Best Practice Award Winner for Customer Communications will also be presenting on how they improved customer sentiment with their positive brand strategy. Westar Energy’s Dave Clauson, Director of Digital and Marketing Communications, will showcase how the utility focused on the company’s renewable energy efforts. The session will also focus on how Westar implemented an integrated marketing strategy to inform their customers and improved brand favorability.

It’s not too late to get registered and join us in a couple of weeks if you haven’t already! We look forward to another great conference and hope you learn a lot this year.


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