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How Business Customers Shaped Ameren Missouri’s Green Tariff Pricing
In this webinar, Ameren Missouri will share how it designed the Renewable Solutions Program enrollment process to deliver value for both business customers and the utility. We’ll explore lessons le...
This complementary webinar will feature a panel of experts discussing speech recognition and the future of IVR. The panel will look at lessons learned from their own utilities' integration of spee...
Industry and Consumer Trends: Chartwell’s Quarterly Review
Please join us for Chartwell’s quarterly round-up of recently published research and insights. This quarter we will feature FRESH research from three just-completed surveys: Chartwell's 2025 Reside...
Making It Easier for LMI Customers to Access Energy Assistance
Join us as Consumers Energy shares how its My Personalized Offerings platform helps low-to-moderate income (LMI) customers find and enroll in programs that support their billing and energy manageme...
ComEd’s “Ring of Fire” Response — Emergency Preparedness in Action
In July 2024, ComEd faced one of the most destructive weather events in its history—a record-breaking “Ring of Fire” storm that unleashed 43 tornadoes, torrential rain, and more than 22,000 lightni...
Hydro One’s Use of AI and Analytics Strengthens Customer Journey Blueprint
Hydro One has incorporated Conversation Analytics and Artificial Intelligence (AI) to enhance its Voice of the Customer (VOC) program to garner valuable customer insights from customer feedback. Join this session to learn how the utility’s use of analytics and AI provided a rapid return on investment through identifying about 200 improvement opportunities across the organization. Additionally, Hydro One has enhanced its knowledge of the customers’ journey, improved first call resolution, elevated its VOC program to incorporate predictive customer experiences, and automated its customer-focused quality assurance process. This effort earned Chartwell’s Gold Best Practices Award in the category of Customer Service this year.
Speaker:
Jonathan Buckley, Director, Customer Care, Hydro One
Jonathan is a strategy and operations leader with 25 years of experience leading and optimizing the delivery of customer management solutions for large utility organizations in Canada, the US, and the UK. In his current role, Jonathan is responsible for business change, training, continuous improvement, and quality assurance for Hydro One’s Customer Care function, serving 1.5m customers across Ontario, Canada.
