Industry Benchmarks and Best Practices: Chartwell’s Quarterly Review (Chartwell Members Only Webinar)

Date: Jul 12, 2018

Time: 2:00 PM ET

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Chartwell’s research team will present new industry benchmark data developed during Q2 2018. Featured topics will include:

  • Outage Communications: New technologies are driving innovation as customers’ expectations continue to increase. While utilities report being generally satisfied with OMS vendors, they want better OMS models. At the same time utilities are evaluating new mobile tools for field employees and how to best use drones, according to new Chartwell data.

  • Self Service: More utilities are pushing to cut costs and provide a seamless experience for customers without having them pick up the phone. Topics to be discussed include how utilities are tracking performance metrics of these channels and current industry benchmarks. Learn the most common types of interactions these channels provide and how leading utilities are expanding the functionality to address customer concerns.

Attendees will also learn about upcoming Chartwell research topics and events.

Moderator:

Scott Johnson - Vice President, Chartwell Inc.

Scott Johnson

Scott is an accomplished researcher who is recognized industry-wide for uncovering industry trends and facilitating unprecedented collaboration among members of Chartwell’s research councils. He joined Chartwell as a senior research analyst in 2006 and was appointed Chartwell’s Vice President in 2014.

 



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