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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

  • Report
Electric Vehicle Industry Survey Brings Insights to Utility Electrification Journey

As utilities across North America have embarked on the journey…
  • Case Study
APS Provides Customized Fleet Electrification Plans for Commercial Customers

Arizona Public Service (APS) has a goal of supporting 450,000…
  • Webinar
Empowering Customers Through LADWP’s Customer Support Saturdays Initiative

Join us to learn how LADWP's Customer Support Saturdays earned…
  • Webinar
Explore Insights From the 2025 IVR Benchmark Report

(Complimentary Webinar) Join us for an inside look at the…

Upcoming Webinars

Chartwell’s Spring Utility Insights: Trends Shaping the Industry

Join us for an exclusive look at Chartwell’s newest research…
From Legacy to Leading-Edge: ConEd’s CORE CIS Implementation

Join this Webinar to learn how Con Edison replaced three…
ComEd Prepares for High Profile Special Events

(Complimentary Webinar) In 2024, ComEd successfully prepared for the Nascar…
Explore Insights From the 2025 IVR Benchmark Report

(Complimentary Webinar) Join us for an inside look at the…
Transforming the Utility Experience: Customer Journeys & AI-Driven Futures

(Complimentary Webinar) Join us for a dynamic conversation exploring the…

Industry News

  • By admin
How Utilities Can Improve the Digital Customer Experience
As utility companies work to improve customer relationships, ease of use and the digital experience are key areas of focus. Chartwell’s recent report, Consumer...
  • By admin
Developing a Robust VoC Framework: A Functional Blueprint for Utilities
By Jennie King, Principal Consultant While few utilities implement every aspect of the ideal Voice of the Customer (VoC) model, it remains a strategic...
  • By admin
Why Measure Customer Trust Score?
By John Bord, Senior Consultant  Measuring Customer Trust Score (CTS) offers several advantages. It is more predictive of customer loyalty than traditional satisfaction metrics,...
  • By admin
Utilities recognized with Chartwell’s 2025 Outage Best Practices Awards
LUMA Energy, PG&E, and SDG&E have received top honors in Chartwell’s 2025 Outage Best Practices Awards. Each utility initiative demonstrates unique and deliberate approaches...
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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