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.
The Evolution of Business Continuity: From Fire Drills to Company Resilience
This session explores how business continuity has expanded from its early, operations-focused roots into a broader capability centered on sustaining critical business functions through any disrupti...
Preparing for the April 2026 TCPA Deadline: What Utilities Need to Know
With the April 2026 TCPA compliance deadline approaching, utilities face increased risk from class-action litigation and heightened regulatory enforcement. This webinar presented by Chartwell and H...
Optimize Your Call Center Performance: Learn About CenterPoint Energy’s INSPIRE Program
Discover how CenterPoint Energy’s 2X global award‑winning INSPIRE Coaching & Development Program is transforming call center leadership and operational excellence. Designed specifically for Supervi...
AI in the Utility Industry: From Curiosity to Capacity
In this webinar, Jason Perry, CEO and Founder of Perry Labs, will share how teams move from experimentation to real organizational capacity. We will explore common use cases, why shadow IT emerges,...
Evergy Incorporates Start-Service Functionality into IVA
In March 2023, Evergy began enabling customers to start or move service via its Interactive Voice Assistant (IVA) channel. Join this session to learn how Evergy’s scalable IVA allows customers to self-serve even in times of high volume, facilitating more than 40,000 start service transactions in the first year of operation. The utility’s fully automated IVA-based process for residential customers has delivered many benefits, including improved customer satisfaction and reduced contact center costs. This effort earned Chartwell’s Gold Best Practices Award in the category of Digital Experience this year.
Speaker:
Lindsay Washburn, Senior Digital Product Manager, Evergy, Inc.
Lindsay’s primary role is overseeing the digital experience for the Interactive Voice Assistant system. Driven by customer outcomes, she provides narrative and analytical insight for decision making, while focusing on cost savings and projects to increase the self-service footprint. In 2021, Evergy consolidated two territories of business onto the same Interactive Voice Assistant platform. Lindsay has spent the last 3 years working to enhance the IVA, helping Evergy become an industry leader in performance and containment. Lindsay has experience across multiple industries including telecommunications, retail merchandising, global distribution, and healthcare. In her personal time, Lindsay loves to spend time with her husband, three children, and their 8 yr.-old goldendoodle. She is also passionate about political civic engagement and the importance of young people running for local office to make a lasting impact to their community.
