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LAST EVENT: April - CSAT and the ROI of CX

On the April DSC call, our member spotlight featured Colleen Galbraith of Manitoba Hydro presenting their new Net Trust Score, which they adopting as their overarching KPI to ensure a more holistic framework that aligns with the organization’s commitment to delivering exceptional customer experience. ​

Chartwell’s John Bord presented two approaches to measuring ROI of CX and offsetting business risks: the Total Economic Impact methodology and a Revenue / Cost / Resilience model.

NEXT EVENT: May - Digitalization Strategies

In May, Chartwell will share information on Edelman’s trust barometer, including survey data on US and Canadian consumers trust of the energy industry, green energy and artificial intelligence. A member spotlight will feature Julie McGinnis of Atco Electric presenting their digital transformation roadmap and maturity assessment.

If you have a challenge or question that you’d like to
submit to the council or other question or request,
email Steve Waters at swaters@chartwellinc.com.

Resources

SEE ALL RESOURCES
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Operational Excellence Working Group
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Fall In-Person Meeting – October 2024
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Steve Waters

Director of Councils

Steve directs Chartwell’s facilitated peer group networking, to which he brings more than 20 years of utility industry experience in IT, Corporate Communications and Marketing. His expertise includes crisis communications, management of omni-channel communications projects, web content management, email marketing and marketing automation, social media, content marketing, and executive speechwriting. As an experienced researcher, moderator, and speaker, he brings his industry experience to connect Chartwell member utilities to energy solutions.

Contact

Member Directory

Chartwell Directors’ Strategic Council members are decision-makers and leaders from utilities across North America who come together to share knowledge, lessons learned, innovation, and insights. The member directory includes not only contact information but members’ utility and other industry experience and areas of expertise.

Member Directory

Current Surveys

Business Customer Care Survey

Your voice matters! Help us identify the hottest trends in business customer care. This survey covers segmentation, programs and services, communications, staffing, and more. The purpose is to determine industry-wide trends and best practices and drive excellence in the utility industry.  

Payment Survey

Contribute to progress, gain valuable knowledge, and drive innovation! This survey covers a variety of topics, including payment methods and channels, vendors, payment arrangements, prepay, and emerging technologies. Please participate to help identify industry-wide trends and best practices!