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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
Boosting Billing Accuracy with Automation and Analytics

(Complimentary) Learn how Entergy is transforming billing operations through automation,…
  • Webinar
Powering Hope: How Entergy’s Charitable Foundation Supports Vulnerable Customers

(Complimentary) Discover how Entergy’s Charitable Foundation, fueled by shareholder philanthropy,…
  • Webinar
Explore Insights From the 2025 IVR Benchmark Report

(Complimentary Webinar) Join us for an inside look at the…
  • Case Study
Tampa Electric’s Holistic Approach to Outage Communications

During the 2024 hurricane season Tampa, Florida, was hit with…

Upcoming Webinars

EMACS Preview: Announcing Chartwell’s 2025 Best Practice Award Winners

(Complimentary Webinar) Join Chartwell as we announce the winners of…
Inside Award-Winning Utility EV Programs: A Roundtable with Industry Leaders

(Complimentary) Join Karl Popham and Russ Henderson (Chartwell Inc.) for…
Powering Hope: How Entergy’s Charitable Foundation Supports Vulnerable Customers

(Complimentary) Discover how Entergy’s Charitable Foundation, fueled by shareholder philanthropy,…
Transforming the Utility Experience: Customer Journeys & AI-Driven Futures

(Complimentary Webinar) Join us for a dynamic conversation exploring the…
Boosting Billing Accuracy with Automation and Analytics

(Complimentary) Learn how Entergy is transforming billing operations through automation,…

Industry News

  • By admin
Key Components for Conducting Successful Hot Washes
By Russ Henderson, Director of Research Conducting prompt hot washes post-event is critical to a utility’s Emergency Management Improvement Process. Successful hot washes facilitate...
  • By admin
ETRs Can Improve Customer Outage Experience by up to 30%
By Ben Murdock, Senior Data Analyst How much does an Estimated Time of Restoration (ETR) really matter to customers during an outage? In the...
  • By admin
Embracing Digital Channels in the Utility Sector
55% of customers who rated their utility a 5 out of 5 for ease of doing business would stay with their current utility if...
  • By admin
Customer Experience Journey Mapping Workshops for Residential and Business Customers: High Bill Customer Journey
By Stacey Bailey, VP Chartwell John Bord, Chartwell Senior Consultant and journey-mapping advisor, is leading journey-mapping workshops for Chartwell’s Leadership Councils. The Customer Experience...
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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