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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,...
Inside Duke Energy’s Preparedness Model: Integrating Emergency Management and Business Continuity
In this webinar, Charles Poliseno of Duke Energy will share how the company integrates emergency management and business continuity into a single enterprise preparedness program. He will walk throu...
From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
Hawaiian Electric Elevates Customer Service Through Employee Empowerment
Hawaiian Electric Company is the recipient of Chartwell’s 2025 Gold Award for Excellence in Customer Experience for its Customer Service University (CSU). Despite rising demands and limited resources, CSU was developed as a self-sustaining initiative designed to empower employees to rise beyond meeting expectations to leading with confidence. Although the model originated from necessity, it has been refined through vision and driven by heart. Hawaiian Electric acknowledges its customer service employees are being asked to adapt to new technologies, navigate complex programs, adjust to a rapidly changing landscape, and operate under resource constraints. CSU was designed to bridge these gaps and has proven that a mindful investment in teams not only builds skills, but also constructs a solid organizational future.
Speakers:
Dr. Tanya Diaz-Chong, EdD, MAM, Manager, Customer Service Improvement, Hawaiian Electric
Dr. Tanya has proudly served Hawaiian Electric since 2012, dedicating her career to enhancing the customer experience with Aloha. As Manager of Customer Service Improvement, she leads initiatives in organizational change, learning and development, and strategic program management. Her background spans roles in analytics, finance, operational excellence, and leadership across utility, retail, nonprofit, and construction sectors. She holds a Doctorate in Organizational Change and Leadership from USC, a Master’s in Management, and a Bachelor’s in Business Administration. She also serves as VP of Finance for ATD Hawaii. Outside of work, she loves traveling with my family—next stop: New Zealand—and she’s an avid moviegoer.
Laurel Brooks, Learning and Development Specialist, Hawaiian Electric
Laurel has worked at Hawaiian Electric since 2017 – being born and raised in Hawaii, coming back home after college on the mainland was priority. She has a BA from Southern Illinois University Edwardsville in Speech Communication and an MA from the University of Colorado Boulder in Organizational Communication. At work, she loves driving strategy and getting results through fun and engaging learning that empowers learners and creates great dinner conversation. At home, she loves British cooking shows, yoga, and spending time with her family – including her 5 and 2 year old!
