Experience Better: The CX Podcast

Breaking Down Payment Technology Trends for 2025

Join host Shaun Jackson, Senior Vice President of Marketing at KUBRA, for an insightful exploration of the evolving payments landscape. Drawing from KUBRA's extensive consumer research, this episode delves into the current state of bill payment experiences and emerging trends shaping the future of payments.

Discover why traditional payment methods like debit and credit cards remain dominant while digital wallets gain momentum. Learn about the growing interest in real-time payments and the complex dynamics of buy now, pay later services in the bill payment space. The episode also examines consumer attitudes toward cryptocurrency payments and the crucial role of security in driving payment preferences.

Whether you're a biller looking to optimize your payment offerings or simply interested in the future of payment technology, this episode provides valuable insights into consumer preferences and the factors driving payment innovation in 2025 and beyond.

Connected in Crisis: Adapting Communication Strategies for Today's Weather Challenges

Extreme weather events are wreaking havoc on utilities and the communities they serve. In this insightful podcast,  Lemuel Satamkar, Senior Product Marketing Manager at KUBRA shares strategies for effective crisis communication with host Shaun Jackson, Senior Vice President of Marketing at KUBRA. Learn how leading providers are leveraging advanced technologies and data to keep customers informed and build resilience. Don't miss this essential discussion on the future of utility crisis response, 

Say Goodbye to Late Payments

In this episode of the podcast hosted by Shaun Jackson, Senior Vice President of Marketing at KUBRA, the focus is on managing late payments for utilities and billers. Joined by Cali Johnston, Senior Product Marketing Manager at KUBRA, they highlight why managing late payments is essential for cash flow and customer relationships. They delve into strategies such as offering a frictionless payment experience and flexible billing options to prevent late payments. The discussion also covers personalized communication and advanced analytics to swiftly collect late payments and improve customer engagement.

Tune in to uncover essential strategies and insights for managing late payments, enhancing customer satisfaction, and driving efficiency in the utility sector.

If you're interested in more in-depth coverage of this topic, watch our on-demand webinar, The Late Payment Playbook: Winning Strategies for Preventing & Collecting Late Payments. 

From Innovation to Execution: Transforming CX with Utility Mobile Apps

Join us on the latest episode of "Experience Better: The CX Podcast," where we explore the dynamic world of mobile app technology in the utility sector. Our guest, Erind Shkurti, Director of Client Solutions and Mobile Apps at KUBRA, shares his invaluable insights on increasing user engagement and the impact of mobile innovation on customer interactions. Dive into topics such as the balance of convenience and security, the adoption challenges utilities face, and why staying current in the mobile space is crucial for a frictionless customer experience. Whether you're a utility professional or a tech enthusiast, this episode offers a deep dive into the strategies and trends driving mobile app development in utilities today. Don't miss it – tune in to discover how these technologies are powering a connected and resilient future.

Navigating the New Era of Payments in 2024

In this episode, we delve into six digital payment trends that are shaping the future of customer payment experiences. 

Join us as we uncover how personalization in payments is becoming a game-changer for consumer satisfaction and the significance of adopting flexible digital wallets in response to evolving customer preferences. We also investigate the surge in popularity of real-time payment processing, the nuances of integrating Buy Now and Pay Later options for billers, and the future of Request for Payment tools in immediate transaction settlements.

We'll also address the critical topic of enhancing security measures to protect online transactions and gauge the potential for cryptocurrency in mainstream payment methods.

Don't miss our insightful look at how these innovative solutions are poised to enhance customer engagement and transform payment processing in 2024.

Download the Whitepaper: Navigating Tomorrow: The Top Digital Payment Innovations to Watch in 2024

Call Volume Down, Customer Happiness Up

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 approaches are reshaping the utility sector for the better by streamlining customer experiences. 

Unpacking CX - Celebrating 5K Streams

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 episodes to uncover important lessons learned  on delivering great customer experiences.

Unpacking AMEX’s Membership Value for Merchants and Utilities

Welcome to another insightful episode of Experience Better: The CX Podcast^TM. 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.

The Eight Tenets of Customer Experience

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 long-term success. 

In this episode, Arun Kanagasabapathy, Vice President of Central Services at Reliance Home Comfort, walks us through how his organization has achieved high customer satisfaction for close to half a century, through its eight tenets of customer experience.

CX and Utility Trends to Watch for This Year

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 your host for this episode and will walk you through trends to look out for in the world of customer experience.