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Transforming CX: Proactive Communication in Build and Renovation Projects
In 2022, NB Power identified a critical need to enhance communication with customers during their build and renovation projects. By June 2023, proactive notifications were launched, resulting in si...
Amid your busy schedule, imagine gaining enough insights in just an hour to shape your entire year. Chartwell’s Horizon ’25 webinar offers an informal, impactful look at the issues defining the uti...
BGE’s Strategic Outreach Provides Comprehensive Support to Vulnerable Customers
Baltimore Gas and Electric (BGE) initiated a multi-faceted approach in 2023 to address the home energy needs of its customers, with an emphasis on serving low and moderate-income segments. In this session, learn how BGE launched a specialized tool empowering customer service representatives to assist customers initiating and submitting online LIHEAP applications; introduced the BGE Assistance Finder, an online referral questionnaire; and fostered new and expanded partnerships with community agencies. BGE’s efforts resulted in nearly 15,000 customers obtaining $26.4 million in grant funding and engagement with nearly 1,000 customers across 23 community events. This effort earned Chartwell’s Gold Best Practices Award in the category of Serving Vulnerable Customers this year.
