Episodes
Monday Mar 18, 2024
Call Volume Down, Customer Happiness Up
Monday Mar 18, 2024
Monday Mar 18, 2024
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.
Monday Dec 18, 2023
Unpacking CX - Celebrating 5K Streams
Monday Dec 18, 2023
Monday Dec 18, 2023
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.
Friday Oct 20, 2023
Unpacking AMEX’s Membership Value for Merchants and Utilities
Friday Oct 20, 2023
Friday Oct 20, 2023
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.
Friday Jul 14, 2023
The Eight Tenets of Customer Experience
Friday Jul 14, 2023
Friday Jul 14, 2023
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.
Monday Jan 30, 2023
CX and Utility Trends to Watch for This Year
Monday Jan 30, 2023
Monday Jan 30, 2023
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.
Monday Nov 21, 2022
Innovation in Payments - Options for Billers and Payers
Monday Nov 21, 2022
Monday Nov 21, 2022
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.
Tuesday Sep 20, 2022
More Consumers Are Considering Digital Wallets for Bill Payments
Tuesday Sep 20, 2022
Tuesday Sep 20, 2022
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 Better, we talk to Andrew Packer, Senior Manager, Partnerships at PayPal, to tell us about digital wallets, who uses them, and what holds consumers back from using them.
Tuesday Jul 26, 2022
The Effect of Clean Energy Transition on CX
Tuesday Jul 26, 2022
Tuesday Jul 26, 2022
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.
Friday May 20, 2022
Water Analytics Are Essential for Elevating the Customer Experience
Friday May 20, 2022
Friday May 20, 2022
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
Monday Mar 21, 2022
The Future of Payments - Part II
Monday Mar 21, 2022
Monday Mar 21, 2022
Payment experiences have certainly changed over the past few years. 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. Innovative technology and changing consumer expectations have transformed how we pay for goods and services. Last month, in the first installment of this two-part episode, Steve Ryan, Principal Product Manager for Payments at KUBRA talked about customer expectations and hot payment trends like the demand for frictionless payment experiences and digital wallets. In this episode, we join Steve again as he discusses artificial intelligence payment channels.