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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
Managing Crisis at All Levels: Optimizing Roles Throughout the Utility

(Complimentary Webinar) At a utility, everyone plays a role when…
  • Report
Managing Crisis at All Levels: Executives, Practitioners and Field Responders

Every individual at every level of a utility has a…
  • Case Study
Austin Energy’s Outage Education Campaign Encourages Customers to Get and Stay Ready

Instances of extreme weather are becoming more common around the…
  • Webinar
Emerging Trends and The Utility of the Future – A Discussion with CPS Energy

What are the top emerging trends facing the utility industry…

Upcoming Webinars

Announcing Chartwell’s Outage Best Practices Awards & PowerUp Conference Preview

(Complimentary Webinar) Join Chartwell and special guests as we reveal…
Customer 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…
DTE Electric Damage Claims and SAP C4C (Cloud for Customer) Process

(Complimentary Webinar) DTE Electric’s Damage Claims Department has streamlined how…
Chartwell’s Spring Utility Insights: Trends Shaping the Industry

Join us for an exclusive look at Chartwell’s newest research…

Industry News

  • By admin
Journey Mapping Workshop: High Bill Customer Journey
John Bord, Chartwell Senior Consultant and journey-mapping advisor, recently presented a journey-mapping workshop for Chartwell’s Billing and Payment Leadership Council focused on the High Bill...
  • By admin
38% of Utilities Leverage Energy Burden Analysis to Identify Vulnerable Customers
With LIHEAP cuts being made in the US, utilities across North America on Chartwell’s Vulnerable Customer Leadership Council are strategizing and sharing ways to...
  • By admin
Top Billing and Payment Initiatives: Arrears Management and Customer Payment Options
29% of residential utility consumers with household incomes less than $50k indicated they had paid a power bill late in the past year to...
  • By admin
Essential Guidelines to Optimize Utility Emergency Management Programs
Chartwell’s Emergency Management Leadership Council is publishing a monthly series of high-level guidelines to help utilities strengthen their emergency management (EM) programs from the...
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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