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KEYNOTE – Digital Dos and Don’ts: A Guide to Creating Easy, Exceptional Experiences
Keynote speaker Jeff Lojko will share his passion for creating exceptional experiences through understanding customer goals and building innovative solutions that deliver more value, reduce effort,…
Join Keynote Speaker Melissa Seixas, State President of Florida at Duke Energy, to take a look at strategies that transform the customer experience in a rapidly…
KEYNOTE – Leveling Up for the Future: Hydro One’s Energy Transition Journey
During this keynote presentation, learn how Hydro One is embracing new opportunities to engage customers, build trust and create additional value on this energy transition journey.
Con Edison Adds Credit Card Payment Option to Field Services
Learn how Con Edison is overcoming logistical challenges through employee and customer feedback and system integration and get a sneak peek at the utility’s initial results,…
From Customer Segmentation to Success: Tips, Tools, and New Tech
Attend this panel discussion with Entergy, TECO and Duquesne Light Company to learn about how to know your customer on an individual level, build and improve…
Community Impact – Grounding Customer Experience in Equity and Justice
Join ICF to learn how investing in equitable customer experiences can strengthen communities, develop stronger relationships with customers, and drive meaningful results to the business.
Strengthening Customer Relationships and Value Through High-Performance Programs
Join Dwight Scruggs, from Cinch Home Services, to understanding the emerging needs of customers, key benefits of turnkey solutions through partnerships, and notable “must haves” for…
Optimizing CX VoC Data Through Customer Transaction Surveys and Industry Benchmarking
Join us to learn about a new Chartwell industry survey that will help you understand how your customers feel about power outages they actually experienced and…
Exelon Offers Seamless Hand-off from IVR to Web for Payment Arrangements
Attend this session to learn how Exelon has reduced the customer effort required to switch between channels by removing a login barrier that typically saw up…
PECO’s Meter Defender Discourages Electronic Theft and Accelerates Revenue Recovery
Attend this session to learn how Meter Defender, launched in 2021, enabled PECO to drive a 425% improvement in returning repeat theft accounts to active billing…
Transforming CX While Reducing O&M at Evergy with Conversational AI
Join Interactions and leading utility provider, Evergy, to hear how you can improve customer experience by enhancing self-service opportunities, and reduce complex calls like start/stop transfer…
Roadblocks Ahead—Mapping Digital Journeys with Waze-Like Wisdom
Join Message Broadcast as they sit down with Con Edison and share techniques to navigate the road ahead, overcome obstacles and achieve predictable CSAT improvement.
During this panel discussion, industry leaders will discuss how they have used research and customer feedback, improved processes, and leveraged effective delivery technology to communicate across…
Why Bill Assistance and Community Support (among others) are Key to Customer Trust
Mower shares insights from National Grid and FirstEnergy, who’ve focused on tangible customer programs and employee stories to drive positive customer sentiment and address what customers…
Con Edison’s Virtual Assistant Empowers Self-Service Transactions
Attend this session to learn how Con Edison's Award-Winning chatbot, named Watt, has reduced CSR calls as it provides them with frontline customer support that automates…
Transforming Digital Engagement: Delivering Customer-Centric Experiences that Increase Self-Service
Join this live session with InvoiceCloud to learn more about how utilities nationwide have leveraged the power of InvoiceCloud to drive better engagement across their customer…