New Account Site Feedback
search
Login to your account

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!

 

Create an account

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!

 

Learn More

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.

Learn More

Chartwell Members Benefit From

icon

Independent Research

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

icon

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.

icon

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.

learn more about membership options
icon

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

What are the top emerging trends facing the utility industry…
  • Webinar
Transforming the Utility Experience: Customer Journeys & AI-Driven Futures

(Complimentary Webinar) Join us for a dynamic conversation exploring the…
  • Webinar
ComEd Prepares for High Profile Special Events

(Complimentary Webinar) In 2024, ComEd successfully prepared for the Nascar…
  • Case Study
Tucson Electric Power is Listening to Customers When it Comes to Digital Wallets

 Tucson Electric Power (TEP) customers have new, faster, and more…

Upcoming Webinars

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…
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…

Industry News

  • 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...
  • 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...
See ALl blog posts

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