Chartwell, Inc.

📊 Understanding Business Customers: A Key to Success for Utilities Utilities must have a deep understanding of their business customers to effectively meet their needs. Chartwell's 2024 Business Customer Care Industry Survey reveals valuable insights through a new infographic, highlighting the importance of accurate #segmentation and clear #communication options tailored to business customer preferences. Insight Center subscribers can view the entire infographic in the Member Portal: https://ow.ly/2jTU50VAYY4 About the Business Customer Council: https://ow.ly/nwII50VAYY3 #BusinessCustomerCare #Utilities #CustomerInsights #Survey Jennie King John Bord Heather Siebken Anna Miller Sarah McBride

📢🌐 Outage Messaging and Language Access During the April meeting, attendees had the pleasure of hearing from Di Pinheiro Soares, Section Manager of Outage and Emergency Communications, and Genesis J., Product Analyst of Outage and Emergency Communications, from Con Edison. Your detailed presentations on how Con Edison manages outage communications and ensures language accessibility were enlightening and greatly appreciated. Representing Snohomish County PUD, we were honored to have Hunter Burchard, Emergency Management Program Manager. Lastly, from Énergie NB Power, we were joined by Lo André Sedji, Supervisor of Collections. Thank you once again to all of our guest speakers for sharing your knowledge and experiences! Learn more about the Council: chartwellinc.com/outage #OutageCommunications #LanguageAccess #Utility #CustomerEngagement Jennifer Gary Victor Fleites Sr. CBCP Ben Murdock Zach Logan Russ Henderson Steve Waters

You don't want to miss this great podcast episode featuring Chartwell's own Casey Collins!

💡 Consumers Want No-Fee Digital Payments, Utilities Aim to Deliver As consumers increasingly prefer fee-free digital transactions, Senior Consultant Vida Hotchkiss delves into the complexities surrounding credit card fees, digital wallets, and the funding challenges utilities face. Discover how utilities are navigating these hurdles to meet the growing demand for no-fee digital payments. About the Billing & Payment Council: chartwellinc.com/billing #DigitalPayments #Utilities #ConsumerTrends Heather Siebken Pat Ricks Anna Miller Zach Logan Casey C.

Calling all innovators and changemakers! Are you driving transformative initiatives in the energy and utility sector? We thought so. Chartwell's EMACS Best Practices Awards are your chance to showcase groundbreaking achievements in essential categories that make a difference: 🏆 Excellence in Billing & Payment Programs – Rewarding innovative approaches that simplify and enhance customer transactions. 🏆 Excellence in Customer Experience – Celebrating exceptional efforts that put customers at the heart of your operations. 🏆 Excellence in Digital Experience – Honoring advancements that redefine the digital landscape for customers. 🏆 Excellence in Marketing & Communications – Highlighting impactful campaigns that effectively connect and engage. 🏆 Excellence in Serving Vulnerable Customers – Recognizing programs that prioritize inclusivity and care for those who need it most. 🏆 Excellence in Serving Business Customers – Elevating initiatives that cater to the unique needs of business customers. 🏆 Excellence in Electric Vehicle Programs – Championing efforts that accelerate EV adoption and sustainability. 🏆 People’s Choice – Video – Show us your creativity and storytelling skills in action! This is your opportunity to gain recognition, celebrate innovation, and inspire others in the industry. 🏆Excellence in Customer Transformational Leadership - The highest Chartwell honor, recognizing a utility that has undertaken groundbreaking efforts to lead its customers and stakeholders toward the clean energy future and the individuals in executive leadership positions who are driving those initiatives. Applications are now open! Together, let’s celebrate success and set the bar for excellence: https://ow.ly/2JOy50VAUkZ

Join us tomorrow for an executive edition #Chartwell webinar featuring Rudy Garza, CEO of CPS Energy, and DeAnna Hardwick, Chief Customer Strategy Officer. They’ll be joined by Chartwell's Senior Consultant in the EV space, Karl Popham, to discuss emerging utility trends, CPS Energy’s 2027 Vision, and its Horizon 2050 net-neutral goals. Get ready to gain valuable insights from the largest municipally owned energy company in the U.S.! Sign Up Today: https://ow.ly/v0Kv50VAMHJ

🔍 Enhancing Customer Satisfaction in Utilities 🔍 Customer satisfaction surveys have long been essential for utilities to measure and improve customer experiences. With advancements in information technology, utilities can now leverage targeted surveys for detailed and real-time feedback, moving beyond periodic surveys. A critical test case is the #outage experience. Post-event surveys capture #CSAT alongside specific experiences, accurately defining how these experiences influence overall satisfaction. Waiting for annual or quarterly surveys means losing these valuable details. Chartwell's Tranzact study (anonymized data) shows that receiving an Estimated Time of Restoration (ETR) significantly boosts customer satisfaction across all utilities. Notably, utilities with lower baseline satisfaction scores see improvements of 30% or more with ETRs! Read more on the blog: https://ow.ly/W7mj50VA8hh #CustomerSatisfaction #Utilities #ETR #Utility #Survey

So incredibly proud of Carlos D. Torres, Chartwell, Inc.’s Resilience Executive Advisor, for delivering a powerful closing presentation at the 2025 EEI TDM&MA Conference! Carlos D. Torres shared crucial insights on resilience from both Arizona and national perspectives, leaving a lasting impact. Carlos, your expertise and dedication shine through, and we are honored to work alongside you. #Resilience #Leadership #EnergyIndustry #EEI #Utilities #GridResilience

🚗⚡ A Big Thank You to Our EVip Expert Speakers for CHARGING UP Our Knowledge! ⚡🚗 This dynamic 3-hour meeting featured a round-table discussion, two engaging panels, a keynote address, and research analyst Sarah McBride presented an exciting review of the findings from our (first-of-its-kind!) EV Benchmark Survey. Kudos to the incredible speakers who made the Chartwell #EV Council spring workshop an electrifying success: • Andrew Farrell Director of E-Mobility at Orange and Rockland Utilities, Inc., and Carlos A. Hill, Senior Product Portfolio Manager at Xcel Energy, for the panel on EV Grid Integration, Next-Gen Solutions • Paul DiBenedetto, EV Program Manager at PSEG Long Island LLC, for the keynote on Customer Journey Mapping, Your Roadmap to Program Success • Amy Atchley, EV Equity Development Manager at Austin Energy, and Danielle Kievit, Senior Product Manager at Puget Sound Energy, for the panel discussion on Effective Multifamily and Low-Moderate-Income (LMI) Program Design The caliber of professionals in this council is outstanding, and we're just getting started! This spring meeting was a great success, and we're excited to make it even bigger and better in Texas this fall in person. Learn more about the EV Council: chartwellinc.com/ev #EV #ElectricVehicles #EMobility #Innovation #GoElectric Karl Popham Steve Waters Anna Miller Sarah McBride John Bord

Chartwell’s #EMACS Best Practices Awards are now open for submission! These prestigious awards highlight innovative solutions and creative ideas brought to life by dedicated teams. Share your accomplishments, inspire the industry, and get the recognition your hard work deserves. Submit your best practices today! Awards close May 23rd. Learn More Here: https://lnkd.in/gH7HDrZA