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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...
Revolutionizing Billing with Automation, Analytics, and Affordability Index
Discover how leading utilities are modernizing billing processes through a strategic mix of automation, data analytics, and targeted training. This session explores real-world enhancements such as BOTs for exception handling, workflow automation tools, and performance dashboards that increase visibility and drive results. Learn how organizations are reducing manual effort, improving accuracy, and streamlining issue resolution. You’ll also hear how scalable training methods—like web-based onboarding and peer support systems—are helping teams adapt quickly and perform at their best.
Speaker:
Jacqueline Gray, Sr. Manager, Mass Customer Accounting & Billing Center of Excellence, Entergy
Jacqueline Gray is the Senior Manager of Mass Customer Accounting and the Billing Center of Excellence at Entergy Corporation. With 26 years at Entergy, she began her career in customer service before spending a decade in Gas Operations. Since 2015, she has led efforts to streamline billing operations, reduce exceptions, and manage global teams, including 120 employees in Manila. Jacqueline is known for her focus on process improvement, customer service, and operational visibility. She holds a BA and an MBA from the University of Phoenix and enjoys traveling and spending time with her children.
Oxana Humphreys, Data Scientist Manager, Georgia Power Company
