North American Utilities’ Payment Landscape Punctuated With Innovation and Customer Focus
The topics of billing and payment have been two of Chartwell’s key focus areas over the past several decades. Chartwell researchers understand the importance of providing efficient and satisfactory customer experiences while ensuring that operational imperatives are met.
This analysis supports and complements Chartwell’s 2024 Payment Industry Survey Datasheet and Benchmarks. Throughout this report, key data will be referenced and best practices highlighted, all while exploring “what’s next” for the industry as payment options continue to evolve from paper bills to more robust digital experiences. The report contains insights from Austin Energy, Con Edison, Consumers Energy, Duke Energy, EPB, Hydro Ottawa, JEA, Nebraska Public Power District, OPPD, Snohomish County PUD, and others.
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