Chartwell Recognizes Industry Leaders Driving Customer Experience Innovation with 2026 Best Practices Awards
Chartwell, Inc. is pleased to announce that Austin Energy, Avista, BC Hydro, Con Edison, EPB, PG&E, and PSEG Long Island have received the top honors in Chartwell’s 23rd annual Best Practices Awards.
Also in 2026, PSE&G has been selected to receive Chartwell’s 2026 Excellence in Customer Transformational Leadership Award. The Excellence in Customer Transformational Leadership Award is Chartwell’s highest distinction. Presented annually, the award recognizes exceptional leadership in advancing the customer experience through innovation, vision, and long-term organizational commitment. Chartwell is presenting Entergy with the 2026 Award for Excellence in Customer Value and Strategic Growth in recognition of its holistic, long-term approach to protect customer affordability while driving grid modernization. Both PSE&G and Entergy will deliver keynote addresses at EMACS – The Customer Experience Conference, Sept. 22-24 in Atlanta, GA.
Chartwell’s Best Practices Awards recognize outstanding utility projects, programs, and service initiatives across a range of customer-focused disciplines. Award categories include Arrears Management, Billing and Payment Programs, Customer Experience, Digital Experience, Electric Vehicle Programs, Marketing and Communications, Serving Business Customers, and Serving Vulnerable Customers.
Gold Award winners will discuss their initiatives during EMACS – The Customer Experience Conference, Sept. 22-24 in Atlanta, GA. All Best Practices Award winners and finalists, along with the recipient of the Excellence in Customer Transformational Leadership Award, will be recognized during an awards luncheon on Sept. 24.
The conference will feature more than 30 sessions focused on timely topics including engaging small and mid-sized business customers, affordability, equity, leveraging data and technology, electric vehicle program enhancements, and much more. A special rate is available to attendees who register by July 1.
Best Practices Award judges are tasked with selecting the best entries across a wide range of programs and initiatives demonstrating thought leadership, innovative technology, and customer centricity. This year’s selection process spanned more than 100 entries submitted across ten categories, including People’s Choice Video.
This year’s winners and finalists include:
Arrears Management
Avista has received the Gold Arrears Management Award for transforming how customers in arrears are engaged throughout the collections journey. Moving beyond traditional past-due notices, the utility introduced simplified, empathetic, and highly actionable email reminders timed to key moments across the collection lifecycle. Each customer-facing communication was designed to reduce confusion, clearly outline available options, and enable immediate action through one-click pathways for payments, payment arrangements, and financial assistance.
LUMA Energy has received the Silver Arrears Management Award for its recent launch of a Hospital Payment Agreement Innovation Pilot to help hospitals in Puerto Rico move from arrears to financial stability while maintaining uninterrupted service. Recognizing hospitals’ unique financial and operational challenges, the utility introduced flexible, tailored repayment plans supported by proactive communication and dedicated account management. The pilot delivered strong results, including a notable reduction in high-arrears accounts. By prioritizing collaboration, transparency, and flexibility, LUMA improved revenue recovery while protecting critical healthcare operations.
Duquesne Light has received the Bronze Arrears Management Award for its multi-year transformation of its arrears strategy through digital engagement and customer-centric design. The utility expanded self-service options, strengthened digital communications, and automated key processes across reconnections and interactive voice response (IVR) journeys. Proactive, data-driven outreach has allowed the utility to support payment plans and assistance programs, while persona-based strategies have enabled tailored engagement that balances affordability and accountability. These efforts have improved Duquesne Light’s IVR containment, strengthened payments, reduced bad debt, enhanced overall service performance, and bolstered affordability outcomes.
Billing and Payment
Con Edison has received the Gold Billing and Payment Award for the elevation of its customers’ billing and payment self-service experience through the deployment of intelligent automation. Moving beyond traditional system workflows, the utility has introduced 52 enhancements designed to ensure that billing, rate, and account information are accurate and consistent. These solutions extend across all digital channels, including the utility’s online portal, mobile app, and electronic statements. As a result, Con Edison’s customers benefit from more accurate bills, faster issue resolution, and a simplified digital experience.
Avista has received the Silver Billing and Payment Award for the enhancement of its IVR payment flow in 2025 to improve self-service and increase containment in its highest-volume interaction. Using utterance data, error analysis, and flow reviews, the utility simplified the experience by addressing drop-off points. Improvements included stronger ZIP code validation, removal of card verification value entry, enhanced handling of high-value payments, improved language understanding, and clearer confirmations. As a result, the utility has achieved record payment containment within its IVR channel.
Facing rising print and postage costs, Manitoba Hydro has accelerated the shift to paperless billing through a structured auto-enrollment effort, earning the utility the Bronze Billing and Payment Award. More than 50,000 customers were transitioned to paperless, with 97% remaining enrolled within the next billing cycle. The initiative has delivered significant operational savings while maintaining strong customer satisfaction, generating minimal complaints, and producing no negative impact on call volumes, handling times, or product adoption—demonstrating that large-scale digital transitions can be achieved efficiently with minimal disruption to the customer experience.
Customer Experience
Con Edison has received the Gold Customer Experience Award for its advancement of customer service by embedding its first enterprise-supported generative artificial intelligence (AI) solution directly into frontline operations, enabling faster access to accurate information while improving service quality. Following the implementation of Oracle Customer Care & Billing and Oracle Knowledge Advanced, the utility established a centralized knowledge ecosystem for policies, procedures, and training content. As new workflows introduced greater complexity for customer service representatives, Con Edison leveraged generative AI to streamline knowledge retrieval and support real-time decision making.
LCEC has received the Silver Customer Experience Award for its implementation of Natural Language IVR, which has modernized how members interact with its contact center by enabling intuitive, conversational call routing without rigid menus. This has reduced friction while allowing the utility to more effectively serve members’ needs. Post-call survey results have shown improved ease of use, clearer intent recognition, and more positive sentiment. Operationally, the solution has reduced misrouted calls and repeat interactions, enabled faster resolution, improved efficiency, and enhanced the overall user experience.
SDG&E has received the Bronze Customer Experience Award for its creation of an Employee Safety & Customer Awareness Program to address rising safety risks, including scams and challenging field interactions. To strengthen communication and transparency, the utility’s Advance Customer Field Notifications (ACFN) solution alerts customers before nearby work, improving preparedness and on-site safety. Launched in 2024, ACFN leverages an AWS-based platform to scale proactive outreach. Supported by public education, data integration, field safety, and contact center engagement, SDG&E’s program aligns customer experience with employee safety while driving gains in satisfaction, efficiency, and community trust.
Digital Experience
PSEG Long Island has received the Gold Digital Experience Award for its advancement of energy transparency through the integration of artificial intelligence into its daily operations. By applying machine learning to AMI data, the utility can detect appliance-level “fingerprints,” including electric vehicles and HVAC systems, without the need for in-home hardware. This technical foundation enabled 900,000 customers to transition to time-of-day rates with greater bill clarity and personalized, actionable energy-saving recommendations.
PG&E has received the Silver Digital Experience Award for the launch of Peggy, a conversational generative artificial intelligence voice solution designed to modernize its IVR by replacing rigid, menu-driven interactions with natural language conversations. Customers can state their needs and be dynamically guided through billing, payments, outages, and assistance, improving usability and confidence. Built on a large language model, Peggy continuously adapts to customer language while supporting secure escalation. The solution has improved self-service containment, customer satisfaction, and operational efficiency through reduced transfers, fewer abandoned calls, and increased call deflection.
Con Edison has received the Bronze Digital Experience Award for its implementation of a Financial Assistance Advisor, a personalized self-service digital tool that assists customers in identifying and enrolling in programs suited to their needs. Through a brief, conversational questionnaire, it combines customer input with account data to deliver tailored recommendations. The solution transforms a complex, compliance-driven process into a guided experience. Since launch, it has reached more than 1.5 million customers, driven over 60,000 enrollments, and improved access to critical financial support.
Electric Vehicles
BC Hydro has received the Gold Electric Vehicle (EV) Award for doubling its charging network footprint over the past year to more than 900 ports, including ultra-fast charging and high-capacity hub sites. Designed to deliver seamless coverage across 9,000 kilometers of major highways, the network provides EV drivers with a simple, reliable charging experience. As a visible extension of the utility’s brand, the network connects customers to a broader ecosystem of programs and services and positions BC Hydro as customers’ trusted advisor throughout its transition to cleaner energy.
Orange & Rockland has received the Silver Electric Vehicle Award for its E-Mobility team’s implementation of programs to advance transportation electrification while supporting grid reliability and customer value. Through initiatives such as PowerReady and SmartCharge, the utility enables increased EV adoption while managing system impacts. The programs focus on three core outcomes: empowering customers as a trusted EV guide, shifting load to off-peak periods through incentives, and delivering a positive, equitable customer experience.
CPS Energy has received the Bronze Electric Vehicle Award for its Off-Peak Behavioral EV Charging Program, designed to support flexible load across its service territory using a customer-focused, cost-effective design. Leveraging a “bring-your-own-device” approach alongside meter-based demand response, the program enables participation without requiring proprietary hardware or integrations. This technology-agnostic model allows broad customer participation across EV types and charging setups. By leveraging existing meter data, CPS Energy has built a scalable framework to support grid reliability while advancing EV adoption.
Marketing and Communications
EPB has received the Gold Marketing and Communications Award for the introduction of Jingle Jam, a community-driven campaign that blended local music and customer engagement. Chattanooga artists created original songs highlighting energy-saving services, while customers voted for their favorites, learning about EPB along the way. The interactive approach expanded reach, strengthened brand connection, and promoted programs like free Home Energy Checkups. In just two months, the campaign delivered strong organic engagement, audience growth, and one artist’s winning jingle is now featured in ongoing marketing efforts.
Enbridge Gas has received the Silver Marketing and Communications Award for its integrated, multi-channel campaign to accelerate paperless billing adoption, highlighting the benefits of switching for customers and the community alike. Spanning direct mail and digital channels, the initiative combined customer incentives with charitable contributions to Second Harvest. The campaign generated strong engagement with more than five million impressions and in excess of 48,000 new enrollments, elevating Enbridge Gas’ paperless billing adoption to more than 74%. Throughout the campaign, website traffic surged significantly, demonstrating meaningful customer engagement.
NB Power’s “Knowledge is Power. Take charge of your bill.” campaign earned the utility the Bronze Marketing and Communications Award. This data-driven program addressed a 220% surge in high-bill complaints and misinformation linking smart meters to rising costs. By grounding the strategy in research, NB Power transformed a climate of protests and negative media into an educational opportunity. The campaign utilized a multi-channel approach and not only stabilized customer sentiment during a period of 13% rate increases, but also began rebuilding trust through transparency, empathy, and education.
PSE&G has received the Marketing and Communications Honorable Mention for “The Great Energy Escape” campaign designed to reimagine energy efficiency education through a custom-built mobile escape room delivering an immersive, high-impact customer experience. Deployed at community events across New Jersey, the interactive exhibit drew attention and strengthened recall through thirteen hands-on digital and analog puzzles tied to residential programs. The mobile format expanded reach across diverse communities, drove engagement, increased awareness, and encouraged informed participation while further supporting PSE&G’s broader strategy to build trust and improve access to energy-saving offerings.
Serving Business Customers
PG&E has received the Gold Award for Serving Business Customers for its refinement of business customer engagement through an integrated model that combines behavioral data targeting, structured lead generation, telemarketing outreach, and high-touch advisor support. The utility leverages behavioral signals to identify high-intent customers, prioritize outreach, and coordinate marketing, advisors, and implementation partners within a unified system. Advisors deliver consultative, “white glove” support, guiding customers toward optimal rates, financing options, and energy solutions. This customer-first approach consistently converts qualified leads into active participation while improving business customer engagement.
PNM has received the Silver for Serving Business Customers for its Time‑of‑Day Pilot Rate designed to help customers shift energy use to lower‑priced periods aligned with renewable availability. In 2025, PNM enhanced the experience through a proactive, data‑driven approach. Account managers have used interval data analysis to identify high‑impact customers, deliver personalized insights, and support load‑shifting strategies. Commercial enrollment has more than doubled, while this approach improved satisfaction, increased participation, and strengthened grid efficiency through greater alignment with renewable energy resources.
Connexus Energy has received the Bronze Award for Serving Business Customers for its Business Accounts Sustainability Enablement Options program designed to deliver a high-touch and consultative approach to supporting business members’ renewable energy goals. The program team combines guidance on installing right-sized, member-owned solar projects based on energy consumption and offers access to certified pollinator-friendly solar renewable energy credits (SRECs), simplifying decisions and accelerating progress toward renewable energy goals. Services include vendor coordination, proposal review, interconnection support, incentive guidance, and return on investment analysis. This initiative has driven growth in REC adoption, expanded solar installations, and demonstrated value to Connexus Energy members.
Serving Vulnerable Customers
Austin Energy has received Gold recognition for Serving Vulnerable Customers for its support of medically vulnerable customers through the conversion of its Medically Vulnerable Registry into a holistic, customer-centered care program. By digitizing enrollment, integrating real-time outage verification, and automating billing relief workflows, the utility has created a seamless, responsive support system. Through the expansion of community partnerships, proactive field outreach, and individualized case management, Austin Energy has improved preparedness and reduced escalations, while portable battery solutions have enhanced resilience during outages. Through its efforts, the utility has significantly increased registry enrollments, improved customer satisfaction, and built a scalable, sustainable model rooted in empathy.
Con Edison has received the Silver Award for Serving Vulnerable Customers for the expansion of its energy affordability programs to support customers facing rising costs, guided by a commitment to assist those in need. By automating the Energy Affordability Program self-certification and launching a coordinating Enhanced Energy Affordability Program (EEAP), the utility has streamlined processes, improved its vulnerable customer experience, and increased internal efficiency. The EEAP is bolstered by an expedited digital application inclusive of third-party verification, which has successfully enrolled thousands of customers. Strong completion rates, high satisfaction, multilingual outreach, and community partnerships have demonstrated an equitable model that broadens access and strengthens customer support.
DTE Energy has received the Bronze Serving Vulnerable Customers Award for the redesign of its assistance delivery process for a diverse customer base by introducing an Agency-Orchestrated Assistance Model. This approach embeds more than 300 partner organizations directly into DTE Energy’s billing environment, enabling coordinated, real-time support. Caseworkers can verify eligibility, initiate pledges, apply protections, and enroll customers within a unified workflow. The model has significantly reduced shutoffs, expanded support for income-qualified customers, strengthened agency collaboration, and created a digitally coordinated system to improve energy affordability and customer stability.
Excellence in Customer Transformational Leadership
Public Service Electric and Gas Company (PSE&G) is the recipient of Chartwell’s 2026 Award for Excellence in Customer Transformational Leadership in recognition of its powerful reimagination of the customer organization to deliver a unified, customer-first experience that advances affordability, clean energy, and operational excellence. PSE&G successfully broke down long-standing silos to create a “one voice” strategy serving 2.3 million customers as a trusted energy advisor. This transformation is driven by a strong culture of customer advocacy—embodied in the “Customer! Customer! Customer!” philosophy—supported by data-driven insights, digital innovation, and workforce empowerment across more than 1,500 employees. The company’s efforts include significant investments in energy efficiency and clean energy programs, enhanced digital tools and personalized communications, expanded payment assistance initiatives, and proactive customer engagement strategies that reduce friction and improve access to services. These initiatives have produced measurable results, including sustained industry-leading customer satisfaction and recognition, while delivering meaningful cost savings and advancing a more sustainable, affordable energy future for customers.
Excellence in Customer Value and Strategic Growth
Entergy is the recipient of Chartwell’s 2026 Award for Excellence in Customer Value and Strategic Growth, recognizing its transformative data center strategy that delivers measurable customer benefits while advancing economic development and grid modernization. Through its “Fair Share Plus” pledge, Entergy ensures large-scale customers fund infrastructure investments—helping drive improved reliability and more than $7 billion in projected customer savings over 20 years. By attracting leading technology companies and catalyzing billions in private capital investment across Arkansas, Louisiana, and Mississippi, Entergy is strengthening communities, expanding its customer base, and modernizing its energy system. This integrated approach to affordability, growth, and innovation benefits all customers and exemplifies the company’s industry-leading customer-focused transformation.
If you have any questions about the awards or the upcoming conference, please email Keith Pierce, Senior Research Manager.
