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SEPTEMBER 22-24, 2026 | Hilton Atlanta | Georgia

EMACS - The Customer Experience Conference

EMACS, Chartwell’s Customer Experience Conference, brings utility professionals together to exchange practical insights, explore emerging trends, and uncover strategies that strengthen every stage of the customer journey. Build new connections, gain actionable ideas, and leave better equipped to drive meaningful improvements within your organization!

Register for EMACS
POWERUP Registration Info

2026 Conference Venue

In 2026, Chartwell invites you to experience our hometown of Atlanta, a city known for its Southern hospitality, vibrant energy, and growing influence in business and innovation. The Hilton Atlanta will serve as the official host hotel, providing a comfortable, centrally located setting designed to support meaningful conversations, networking, and community-building both during and beyond conference sessions.

To make planning easy, a link to book within Chartwell’s discounted room block will be sent directly to your email once you register. (Pro tip: Be sure to use this link! Rooms booked directly through the hotel won’t receive the conference rate.)

2026 Agenda

EMACS 2026 is coming together with a dynamic, forward-looking agenda focused on the evolving realities of utility customer experience, bringing practical insight, peer learning, and strategic perspective to every session.

This year’s program spans today’s most critical CX priorities, with sessions covering Customer Experience, Business Customers, Billing & Payment, Vulnerable Customers, Electrification, and Arrears Management. From strategy to execution, this year’s agenda is designed to help utilities navigate complexity, improve outcomes, and deliver more connected, customer-centered experiences.

An Agenda-at-a-Glance is available below to help you plan your conference experience with full session details coming soon. In the meantime, explore the 2025 session details for a preview of the depth, quality, and relevance you can expect at EMACS 2026.

2026 Agenda At-A-Glance 2025 Agenda Highlights

Featured Speakers

The EMACS 2026 speaker lineup is coming soon, and it’s one you won’t want to miss!

While we put the finishing touches on this year’s speakers, meet the EMACS 2025 lineup — industry leaders who shared real-world expertise, fresh thinking, and innovative ideas that continue to shape the customer experience conversation.

 

2025 Speaker Lineup

Sponsors and Exhibitors

EMACS sponsors and exhibitors bring practical, forward-thinking tools and services to help you strengthen customer experience, improve operations, and drive measurable results. Whether you’re exploring new ideas or searching for a specific solution, EMACS is a place to ask questions, see what’s possible, and make connections that matter.

Interested in sponsoring or exhibiting at EMACS 2026? Check out the prospectus to see how you can elevate your brand and engage directly with utility leaders!

Current 2026 Sponsors and Exhibitors 2026 Sponsor and Exhibitor Prospectus

2025 Best Practices Awards

Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect to projects, programs and service initiatives.

The 2025 Chartwell Best Practices Awards in Excellence in Billing and Payment Programs, Excellence in Customer Experience, Excellence in Digital Experience, Excellence in Marketing and Communications, Excellence in Serving Vulnerable Customers, Excellence in Serving Business Customers, Excellence in Electric Vehicle Programs, and People’s Choice – Video were presented at EMACS.

Submissions for 2026 open March 23rd!

Meet the 2025 award winners

Frequently Asked Questions

Got questions about EMACS? You’re in the right place! Check out our FAQs page for quick answers and insider tips to make the most of your conference experience.

Still curious or need more details? Reach out anytime using the Contact Us button below. We’re here to help you make the most of EMACS 2026!

Frequently Asked Questions

Have any questions?

Contact us

Chartwell Services

Our membership services can help enhance customer experience, strengthen resilience, and improve operational efficiency. Gain unlimited access to utility research, join peer networks, obtain post-event outage benchmarks, and develop leadership through a variety of membership options.

Learn more about our services