Leading with Confidence: Hawaiian Electric’s CSU Takes Top Honors
Hawaiian Electric Company will be honored at EMACS 2025 with Chartwell’s Gold Award for Excellence in Customer Experience, recognizing its innovative Customer Service University (CSU). Developed in response to rising demands and limited resources, CSU equips customer service employees to lead with confidence and adapt to new technologies, complex programs, and a rapidly changing landscape.
Read the case study: Hawaiian Electric Invests in Customer Service Team With Tailored University Program
Rather than simply meeting expectations, CSU builds leadership and resilience, resulting in improved employee engagement and customer satisfaction. At EMACS, Hawaiian Electric will share how CSU was developed and scaled, offering a model for utilities seeking to elevate customer experience through strategic learning and team empowerment.
Don’t miss the HECO session at EMACS: Hawaiian Electric Elevates Customer Service Through Employee Empowerment
Launched in October 2022, CSU was designed in-house as a self-sustaining learning model. It fosters career-long growth by combining practical training with a culture of empowerment. According to Dr. Tanya Diaz-Chong, Manager of Customer Service Improvement, the program was “conceived from necessity but shaped by vision,” and has become a cornerstone of Hawaiian Electric’s strategy to build a confident, future-ready workforce.
💡Learn more about the Customer Experience Leadership Council by contacting Tim Herrick.
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