In the utility sector, where the landscape is changing faster than ever, the winners of Chartwell’s 2024 Best Practices Awards stand out as beacons of innovation. These awards aren’t just about recognition—they represent the direction in which the entire industry is moving. For vendors like us, it’s a signal that the solutions we’re building today are priming utilities to adapt to tomorrow’s customer expectations.
This year’s awards honored utilities that have pushed the boundaries in customer service, billing, marketing, and transformational leadership. As a vendor walking the floor, these awards demonstrate the tangible value that innovative technologies bring to both customers and operations.
Transforming Billing and Payments: Efficiency Meets Experience
Consumers Energy claimed top honors in the Billing and Payment Programs category, and for good reason. Their work to transition 70% of their customers to bank-based autopayments is not just a move to increase efficiency—it’s about reducing friction in the customer experience. As a vendor, we see this as validation that utilities are demanding more seamless, digital-first interactions that improve both the financials and the customer journey. The future is clearly headed toward frictionless billing systems, and we’re ready to support that transition.
Similarly, Manitoba Hydro’s AI-powered collections strategy sets the tone for how data-driven decisions can improve operational processes. By using machine learning to optimize bad debt classification, they enhanced customer satisfaction while tackling a traditionally tricky area of utility operations. For vendors working in AI and analytics, this is a clear message: the market is hungry for intelligent solutions that not only address operational pain points but actively benefit customers.
AI and Customer Service: Where Innovation Shines
When Hydro One took home the Gold Award for Customer Service with their Conversation Analytics and AI-driven solutions, it was a nod to the growing role AI plays in transforming customer engagement. By leveraging AI in their Voice of the Customer (VOC) program, they’ve created a system that automatically improves quality assurance and customer satisfaction in real time.
As vendors, the message is clear: AI isn’t just a buzzword anymore. It’s delivering tangible results in real-world utility applications. At DataCapable, we’ve long believed in the power of AI, integrating it into our situational awareness software to help utilities detect and respond to critical events faster. Hydro One’s win underscores that the industry is fully embracing AI to improve service outcomes—an alignment we’re proud to be part of.
The Power of Digital Transformation
This year’s Gold Award for Digital Experience went to Evergy, and it’s a testament to how fully automated, AI-based service systems are revolutionizing utility-customer interactions. Their system processed over 40,000 start or move transactions in just its first year—a staggering number that highlights the operational efficiencies possible through digital-first strategies. For vendors, this win reinforces the importance of scalable digital platforms and self-service tools in shaping future utility operations. As utilities look to us for innovative solutions, it’s clear that our focus on digital transformation is right on target.
Sustainability and EV Programs: Leading the Charge
Utilities aren’t just thinking about customer engagement in terms of technology—they’re also focused on sustainability. The Gold Award for Excellence in Electric Vehicle (EV) Programs went to Orange & Rockland for their Power Ready Program, which is actively making clean energy solutions accessible to underserved communities. As vendors, this tells us that utilities are looking for partners that can help them deliver on the promise of sustainability, all while keeping customer experience front and center.
Looking Forward: Charting a Path to the Future
The 2024 Best Practices Award winners have set the stage for what’s next in the utility industry. Whether it’s AI-enhanced service platforms, digital transformation, or sustainability initiatives, utilities are showing us where the future of customer engagement is headed. For vendors like DataCapable, it’s an exciting challenge to stay ahead of the curve, building tools that enhance operational resilience, real-time decision-making, and ultimately, customer satisfaction.
In the end, these awards serve as both recognition and a roadmap—showing us where innovation is happening and where we need to push next. And as the utility sector continues its digital transformation, it’s clear that the future belongs to those who are ready to lead with technology and customer-centric strategies.
DataCapable
At DataCapable, we understand the critical need for rapid and accurate information during emergencies and outages. Our suite of solutions is meticulously designed to revolutionize the utility industry. Our comprehensive platform leverages the latest in AI and machine learning technologies to provide utilities with unparalleled operational insights and enhanced decision-making capabilities. To discover how the DataCapable Platform can assist utility companies like yours, please schedule a demo.
About the Author: Jason Howard
Jason is an accomplished executive and technologist with extensive experience in digital transformation and business strategy. He excels in applying technological advancements to drive efficiency and competitiveness. His leadership spans various industries, where he has consistently delivered results through strategic and technical acumen. As CEO, Jason is committed to driving growth and innovation at DataCapable, guiding the company to new levels of success. Outside of work, Jason is passionate about continuous learning and exploring new technological trends.
