Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
Utilities and EVs: How Orange and Rockland Utilities is Advancing EV Adoption
The electrification of transportation presents a unique opportunity for electric utilities to play a meaningful role in reducing carbon emissions, strengthening communities and helping customers lo...
The Affordability-Risk Equation: How TEP Is Reevaluating Residential Deposit Policies
This session will provide practical perspectives for utility leaders seeking to balance customer needs, operational realities, and financial sustainability while navigating an increasingly complex ...
Hydro One’s Use of AI and Analytics Strengthens Customer Journey Blueprint
Hydro One has incorporated Conversation Analytics and Artificial Intelligence (AI) to enhance its Voice of the Customer (VOC) program to garner valuable customer insights from customer feedback. Join this session to learn how the utility’s use of analytics and AI provided a rapid return on investment through identifying about 200 improvement opportunities across the organization. Additionally, Hydro One has enhanced its knowledge of the customers’ journey, improved first call resolution, elevated its VOC program to incorporate predictive customer experiences, and automated its customer-focused quality assurance process. This effort earned Chartwell’s Gold Best Practices Award in the category of Customer Service this year.
Speaker:
Jonathan Buckley, Director, Customer Care, Hydro One
Jonathan is a strategy and operations leader with 25 years of experience leading and optimizing the delivery of customer management solutions for large utility organizations in Canada, the US, and the UK. In his current role, Jonathan is responsible for business change, training, continuous improvement, and quality assurance for Hydro One’s Customer Care function, serving 1.5m customers across Ontario, Canada.
