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Celebrating Global CX Day 2025: Chartwell’s Commitment to Customer Experience

Global CX Day, observed annually on the first Tuesday of October, is a global celebration of the professionals and organizations dedicated to creating exceptional customer experiences. This year, CX Day falls on October 7, 2025, and Chartwell is proud to mark the occasion with a full slate of activities led by the Chartwell Customer Experience Leadership Council (CXLC).

CX Day is more than a date on the calendar—it’s a moment to reflect on how we serve our customers and to continually commit to improving their experiences. As survey response rates decline and closed-loop feedback programs face challenges, CX professionals are embracing new tools, such as omnichannel strategies and empathetic generative AI, to shape the future of customer experience.

 

This year’s CX Day is especially meaningful as it coincides with the annual in-person meeting of Chartwell’s CX Leadership Council—a full-day gathering of CX leaders from across the utility industry. Held just before the EMACS Customer Experience Conference, this meeting provides a unique opportunity for members to collaborate, share insights, and align on strategies that elevate the customer experience to meet or exceed rising customer expectations. Getting together in person also lets us celebrate and recognize our members—they’re our customers, and we truly appreciate them every day!

Chartwell’s CX Day focus this year is asking members, “How will you celebrate CX Day every day?”

The in-person CX Council meeting on October 7 will feature breakout sessions, an executive panel on customer centricity, and a facilitated discussion on the role employee experience plays in delivering exceptional customer experience. Additionally, a collaborative cross-council future state journey mapping workshop with Chartwell’s Billing and Payment and Vulnerable Customer Leadership Councils will simulate an enterprise-wide exercise to create a practical roadmap for customers in need. It’s a day designed to inspire and equip members with actionable ideas.

Chartwell is encouraging members to celebrate CX Day in ways that resonate with their teams and communities because good CX delivers better outcomes for customers, employees, and organizations

Following CX Day, the EMACS Customer Experience Conference will host a celebratory luncheon where winners of the Chartwell Best Practices Awards will be honored. These awards recognize outstanding achievements in:

  • Excellence in Customer Experience
  • Excellence in Digital Experience
  • Excellence in Marketing and Communications
  • And other categories that spotlight innovation and impact in the utility sector

This recognition not only celebrates the hard work of utility professionals but also inspires others to raise the bar in their own organizations.

As Chartwell prepares for CX Day 2025, the focus remains on empowering member utilities to celebrate meaningfully – and to celebrate CX Day every day, winning the hearts and minds of their customers.

Learn more about the CX Council by contacting Tim Herrick.

 

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