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Discover How LG&E and KU Leveraged College Sports Name, Image, and Likeness (NIL) Partnerships to Drive Engagement
Get an inside look at LG&E and KU’s innovative campaign using Name, Image, and Likeness (NIL) partnerships with University of Louisville and University of Kentucky athletes. Learn how the utilities...
Designing an Effective EV Charger Rebate Program at Ameren Missouri
This webinar examines how Ameren Missouri designed and launched an EV charger rebate program supporting public, workplace, and multifamily charging. Learn what worked, what required adjustment, and...
The Evolution of Business Continuity: From Fire Drills to Multi-State Logistics
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...
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.
