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Connecting the Utility Industry to Solutions for Over 30 Years

Exclusively focused on electric, gas, and water utilities, Chartwell has provided actionable insights, collaborative problem-solving opportunities, and events to help utilities improve customer experience and operational efficiency for over 30 years!

 

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EMACS 2024

The 27th annual Chartwell’s EMACS: The Customer Experience Conference was held October 8-11, 2024 in San Antonio, Texas. We were so excited to see everyone!

 

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Chartwell Members Benefit From

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Independent Research

Chartwell’s customer service focused research provides your utility with innovative information to improve customer satisfaction and operational efficiency.

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Industry Community

Council members have access to a rich network of industry peers who meet monthly to problem-solve and share strategies with the clear intent to be more effective and operationally efficient.

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Industry Experience

Customers have access to Chartwell’s team, which has nearly 400 years of combined utility industry experience in: customer service, insights, business customer strategy, outage communications, marketing, operations, leadership, vulnerable customers, transportation electrification, and more.

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“We see our membership as more of a partnership. Chartwell understands our business extremely well. The research they provide is easy to digest and their whole team is easy to work with. They’ve been able to help us identify innovations within our industry that need to be implemented, and then help us figure out exactly how to do that.”

Chartwell Member
– Director of Customer Care Operations

Preview Research

  • Webinar
Charging Up Utilities CX with Knowledge-Backed GenAI

(Complimentary Webinar) Join our webinar to learn how Knowledge-backed GenAI…
  • Webinar
Enhancing Communication and Real-Time Intelligence for Storm and Wildfire Response

(Complimentary Webinar) As wildfires and severe storms increasingly impact utilities,…
  • Webinar
NiSource’s Award-Winning Meter to Cash Analytics

During this webinar we celebrate NiSource's Silver Award for Excellence…
  • Case Study
ATCO Electric Revitalizes Customers’ Experience With an All-Encompassing Transformation

As part of a five-year initiative, ATCO Electric is in…

Upcoming Webinars

Duquesne Light’s Success in Digital Customer Experience

During this webinar we celebrate Duquesne Light Company's Bronze Best…
NiSource’s Award-Winning Meter to Cash Analytics

During this webinar we celebrate NiSource's Silver Award for Excellence…
Enhancing Communication and Real-Time Intelligence for Storm and Wildfire Response

(Complimentary Webinar) As wildfires and severe storms increasingly impact utilities,…

Industry News

  • By admin
John Burnap Joins Chartwell as Senior Consultant
Chartwell is excited to announce that John Burnap, MEP, is joining as a Senior Consultant. John will lead Chartwell’s new Emergency Management Leadership Council, which will...
  • By admin
Chartwell, Inc. and IVR Doctors Announce Strategic Partnership to Optimize Utility Call Center Operations and Customer Service
Atlanta, GA – October 9, 2024 – Chartwell, Inc., a leading provider of insights and issue-targeted collaborative forums serving the utility industry, has announced...
  • By admin
Chartwell Electric Vehicle Leadership Council Members Engage Communities To Drive Electric
EV Leadership Council Members Celebrate National Drive Electric Week For drivers looking for an e-ticket ride to paradise, their electric utility may have something...
  • By admin
Rebuilding Trust and Community: CPS Energy’s Customer Engagement Insights at EMACS San Antonio
By Russ Henderson, Research Director – As utilities continue to adapt to an ever-evolving customer and stakeholder expectations, we are thrilled that two executive...
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Chartwell Services

Our membership services can help your utility identify strategies to impact customer experience and operational efficiency: A research subscription to our Insight Center membership allows unlimited access to hundreds of research reports, case studies, benchmarks, webinars, and more. Our peer-to-peer Leadership Councils, focused on customer-facing areas such as billing, outage, CX, vulnerable customers, EVs, business customers, emergency management, and organizational resilience provide collaborative, utility-only peer networks. Our post-event transactional benchmarking study called Tranzact enables utilities to compare their customers’ outage experience perception with peer utilities. Chartwell Advisory Services and Executive Services provide leadership development with industry experts.

Learn more about our services