In this episode, we explore six transformative strategies for utilities to reduce call center volume drastically while significantly improving customer satisfaction. Our conversation starts with the benefits of empowering clients through comprehensive self-service portals, the advantages of implementing AI chatbots, and the impact of clear and well-designed billing. We'll also discuss the necessity for proactive outage communication, the efficiency of natural language IVR systems, and the convenience that comes with offering multiple payment methods.  Tune in to learn how these innovative ..read more

In late 2019, KUBRA released its first episode of Experience Better - the CX Podcast. The podcast’s goal was to share success stories, research and interviews with CX leaders with the hope to help organizations deliver better customer experiences. Four years and 36 episodes later, the podcast has hit a new milestone of 5,000 streams! In this time, we’ve had a variety of CX leaders talk on a diverse range of topics - from developing human-centric design through customer empathy to the effect of clean energy transition on CX.   In this episode, we will look back at our most streamed episode ..read more

Welcome to another insightful episode of Experience Better: The CX PodcastTM. In this edition, we have a special guest joining us, Erin Sweatman, Vice President, US Merchant Marketing at American Express, gives us the inside scoop of how this global payments leader consistently delivers exceptional customer service to its valued customers worldwide ..read more

Being able to deliver a positive customer experience has a significant upside for businesses. It can result in increased customer loyalty, repeat business, positive word-of-mouth referrals, and even higher lifetime customer value. All of these have the potential to benefit a business’ bottomline. According to a study by PwC, 73% of customers cite customer experience as an important factor in their purchasing decisions. By prioritizing customer experience, businesses can differentiate themselves from their competitors, build stronger relationships with their customers, and ultimately, achieve l ..read more

In February of 2021, our partners from Mastercard joined us to chat about their Enhanced Bank Bill Pay Solution, Mastercard Bill Pay Exchange. Through Mastercard Bill Pay Exchange, consumers can easily pay their bills directly from their bank accounts and provide a better bill pay experience for banks, billers, and consumers. Through this solution, Mastercard has made the bill pay experience more transparent, simple, and consistent by removing a key pain point for consumers who are increasingly moving to mobile-first payment solutions.   On this episode, Bill DeSimone, Vice President of B ..read more

In 2022, we had an amazing group of industry experts join us to talk about what’s new in the world of customer experience. During the year, we discussed a wide range of topics - from the latest and greatest in the payments industry to how the clean energy transition may affect customer experience. In these episodes, our guests shared insight on some trends to look out for in the years to come. For our first episode in 2023, we’ll be sharing some of our guests’ insights and highlighting these trends to look out for in the years to come.   Shaun Jackson, SVP of Marketing at KUBRA will be yo ..read more

Payment experiences have certainly changed over the past few decades. Innovative technology and evolving consumer expectations have transformed how we pay for goods and services. Cash, check, and credit card used to be the go-to payment methods for consumers, but they’re not the norm for most these days.   In this episode of Experience Better, we talk to Ben Murphy, Director of Strategy and Transformation at KUBRA, about what’s new in the world of payments ..read more

Consumers’ use and appetite for digital payments are growing, and with that comes the expectation that they should be able to pay their bills the same way they do other products and services. As digital wallets continue to make their way into the mainstream, demand is expected to rise. In 2022, nearly seven in 10 consumers used a digital wallet, and a significant percentage of these individuals used more than one digital wallet to make payments. More than half of consumers indicated they would consider using digital wallets for bill payments in the future.   In this episode of Experience ..read more

Renewable energy and sustainable practices have become key considerations for consumers who are becoming more aware of their energy consumption and how that impacts climate change. On this episode, Francis Bradley, President and CEO of Electricity Canada, joins us to chat about the energy transition and how that could affect the customer experience for the years to come ..read more

With growing interest from consumers to reduce the amount of water they use, access to personal data and analytics about water usage has quickly become an essential ingredient to providing an exceptional customer experience. In this episode of Experience Better: The CX Podcast, we talk to Robb Barnitt,  Founder of Dropcountr and Vice President, Market Development at KUBRA, as he explains how providing access to water analytics helps customers make better decisions ..read more