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Chartwell’s Mid-Year Utility Insights: Trends Shaping the Industry
Please join us for Chartwell’s round-up of recently published research and insights. This quarter we will feature FRESH research from Chartwell's Industry Billing Survey, along with a look at recen...
Beyond the Bench: Succession Planning and Workforce Continuity in Utility Resilience
As utilities face an aging workforce, evolving risks, and increasing operational complexity, succession planning has become a critical component of organizational resilience. In this webinar, busin...
EMACS Preview: Announcing Chartwell’s 2026 Best Practices Award Winners
Join Chartwell as we announce the winners of this year’s Best Practices Awards and preview this fall’s EMACS – The Customer Experience Conference in Atlanta, Georgia. Find out which U.S. and Canadi...
Predicting Power: How Machine Learning is Transforming Estimated Times of Restoration
In this panel session, utility industry experts will explore how artificial intelligence and machine learning are reshaping the way companies predict and communicate estimated times of restoration (ETRs). Panelists will discuss how these technologies are being used to enhance ETR accuracy, improve internal efficiency, and deliver clearer, more timely information to customers. Learn how utilities are leveraging data-driven tools to solve persistent customer experience challenges and build greater trust during power outages.
Moderator:
John Board, Senior Consultant, Inc.
John is a certified CX professional and marketing leader with more than 20 years of experience in the utility industry. He brings extensive experience in qualitative research methodology, journey mapping and marketing experience in B2B, B2C and Multicultural segments.
Panelists:
Ryan Keilen, Senior Manager of Customer Data Analytics, Consumers Energy
Ryan has been with Consumers Energy for 14 years, and has been working in the Data and Analytics space for the last 6 years within the company.
Carl Schoenhofer, Director, Customer Outage Journey, PG&E
Carl has been with PG&E for 12 years. As the Director, Customer Outage Journey PMO, he leads a matrixed team to improve customers’ end-to-end outage experiences. Previously he was a Regional Senior Manager where he served as the cross functional leader and led a number of strategic initiatives to address customer and community pain-points in the areas of capacity, reliability and PSPS. Prior to coming to PG&E, Carl worked as a Vice-President & General Manager in the sawmill industry and as Chief Financial Officer for a Dairy Cooperative.
