Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
Where Innovation Meets Safety: MLGW’s Fleet Transformation
(Complimentary Webinar) Learn how Memphis Light, Gas and Water (MLGW) transformed fleet operations to improve safety, cut costs, and support reliable service to 400,000+ customers.
Strengthening Your Position as Your Key Customers’ Trusted Energy Advisor
(Complimentary) Large C&I Key Customers represent a small group with massive impact - driving load, revenue, and influence across the utility industry. Becoming their Trusted Energy Advisor require...
Strengthening Emergency Response Through Community Collaboration
(Complimentary) Discover how Hydro One enhanced emergency preparedness and response by fostering stronger partnerships with municipalities and emergency services. In this webinar, you'll learn how ...
Transforming Utility Payments: Enhancing Accessibility and Support
Join this informative panel discussion to learn how utilities can make digital and paperless billing and payments more accessible, addressing customer vulnerability and affordability. Utilities get one shot a month to change customer behavior and make a good impression, and our panel will discuss strategies to reduce late payments due to “I forgot” through better engagement, allowing staff to focus on those who truly need the help. Explore how user-friendly digital payments, enhanced with responsible AI, can proactively identify late payments, provide flexible payment plans, and offer payment assistance, making digital payments easier for everyone.
Moderator:
Pat Ricks, Senior Advisor, Chartwell Inc.
Panelists:
Raymond Joseph, Billing & Payments Section Manager, Customer Operations, Con Edison of New York
Raymond is responsible for the Billing & Payment systems at Con Edison, building strategies that analyze behavior through the use of online Customer Advisory Communities to understand their digital needs. Raymond and his team have significantly improved Con Edison’s billing & payment programs, offering numerous customer preferred payment options. Prior Raymond worked for the Long Island Lighting Company, KeySpan Energy and National Grid, consolidating multiple print & mail centers, as well as driving early adoption of digital channels to maximize cost savings.
Kasey Dill, CX Solutions Program Owner, Arizona Public Service
Kasey Dill is a CX Solutions Program Owner on the Customer Solutions Team at APS, where she has spent the past three years leading strategic initiatives that enhance the customer and Advisor experience. She helps shape customer programs and solutions across billing, payment, rates, and usage, working closely with operational and revenue teams to support broader company goals. Kasey led the cross-functional Paperless Billing Auto-Migration Campaigns in 2023 and 2025, bringing together IT, Cybersecurity, Marketing, Communications, and Training to drive digital adoption and improve customer satisfaction. With a background in international brand management and product launches, she brings expertise in positioning, marketing strategy, automation, and system enhancements to her work at APS.
Paul Applegate, VP, Alliances and Business Development, InvoiceCloud
Since joining the company in early 2021, Paul and his team have built and run an extensive partner ecosystem that helps fuel InvoiceCloud’s sales and delivery engine. Before joining InvoiceCloud, Paul served in leadership roles at LLamasoft, Oracle Energy & Water, Opower and SAP. Paul is a graduate of the University of Michigan and Johns Hopkins University and lives in Ann Arbor, MI.
