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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 2025

The 28th annual Chartwell’s EMACS: The Customer Experience Conference will be held October 7-9, 2025 in Dallas, Texas. Registration is open now!

 

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PowerUp 2025

Registration for the 18th annual PowerUp: Chartwell’s Outage Conference is now open! It will be held October 6-8, 2025 at the Hyatt Regency in Dallas, Texas.

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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
DTE Electric Damage Claims and SAP C4C (Cloud for Customer) Process

(Complimentary Webinar) DTE Electric’s Damage Claims Department has streamlined how…
  • Report
Navigating Resilience in Electric Utilities

Organizations find themselves at different stages in their journey to…
  • Case Study
ComEd’s Online Chat Journey Demonstrates a Flexible Approach to Customer Engagement

In recent years, ComEd has utilized two chat-based customer service…
  • Infographic
To Serve the Needs of Their Business Customers, Utilities Must Understand Them

This infographic shows insights from Chartwell’s 2024 Business Customer Care…

Upcoming Webinars

Emerging Trends and The Utility of the Future – A Discussion with CPS Energy

What are the top emerging trends facing the utility industry…
Managing Crisis at All Levels: Optimizing Roles Throughout the Utility

(Complimentary Webinar) At a utility, everyone plays a role when…
Announcing Chartwell’s Outage Best Practices Awards & PowerUp Conference Preview

(Complimentary Webinar) Join Chartwell and special guests as we reveal…
Experience VoC Frameworks and Actionable Research

Find out how to create an effective Voice of the…
Empowering Customers Through LADWP’s Customer Support Saturdays Initiative

Join us to learn how LADWP's Customer Support Saturdays earned…

Industry News

  • By admin
ETRs Drive 30% Satisfaction Boost for Low-Scoring Utilities
Customer satisfaction surveys have been a key tool in utilities’ efforts to measure and improve the experiences of customers. With advancements in information technology,...
  • By admin
Managing Crisis at All Levels: A Structured Approach
By Carlos D. Torres, Resilience Executive Advisor In today’s fast-paced world, effective leadership is crucial for managing crises at all levels. The Incident Command...
  • By admin
Increasing Digital Self-Service Adoption to Reduce Call Volumes
By Heather Siebken, Senior Manager, Councils & Events While consumer trends show a growing preference for self-service, especially for certain tasks, industry reports indicate...
  • By admin
Chartwell Launches Three-Part Series of Insights from Residential Customers
Chartwell recently completed work on our Residential Consumer and Future Views of the Customer Surveys from 2024. These in-depth surveys take a close look...
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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