Executive Issue Papers

This report is the first in a series of papers discussing the key learnings from Chartwell research.

In its recent study: “The Great Balancing Act: Transitioning to the new energy ecosystem,” Chartwell gathered insights from more than two dozen utility customer executives on a broad range of pressing priorities and future challenges, as well as strategies to achieve operational excellence, increase customer satisfaction and create brand loyalty.

Utility executives increasingly must balance investments to improve grid reliability and resiliency with growing pressures to keep rates affordable, operate efficiently, achieve clean energy goals and capitalize on new revenue growth opportunities from electrification and renewables.

Reliability and affordability remain paramount to overcome growing customer and stakeholder dissatisfaction with more frequent and longer power outages. At the same time, utilities’ ongoing evolution into digital, service-based enterprises requires executives to navigate uncharted waters.

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