Episodes
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.
Tuesday Feb 22, 2022
The Future of Payments - Part I
Tuesday Feb 22, 2022
Tuesday Feb 22, 2022
It is no secret that the pandemic is impacting behaviors across the globe. But what type of imprint has it left on the payments space for both billers and their customers? In this two-part podcast on “the future of payments”, Steve Ryan, Principal Product Manager for Payments at KUBRA, will discuss how COVID-19 has changed customer behaviors and what payment trends they are demanding and expecting
Tuesday Jan 18, 2022
Using Personas to Gain a Better Understanding of the Customer Journey
Tuesday Jan 18, 2022
Tuesday Jan 18, 2022
Finding the time and resources to thoroughly understand the customer journey can be difficult, but it has been shown to pay significant dividends to businesses that make the effort. Namely, the better you understand customer expectations, the easier it is to tailor the customer experience to meet their specific needs. In this episode of Experience Better: The CX Podcast, Malina Kaija, Co-Founder of theturnlab, explains how to build a customer-centric business and create customer personas.
Thursday Dec 16, 2021
Wrapping Up the Year with Our Most Popular Podcast Episodes of 2021
Thursday Dec 16, 2021
Thursday Dec 16, 2021
In our final installment of Experience Better: The CX Podcast™ for 2021, we share highlights from some of your favorite episodes. We cover everything from the importance of learning about the unique wants of needs of each generation to how business intelligence helps companies optimize performance, predict success, and identify market trends. The episode also explains how bill concierge services benefit businesses and individuals and what Mastercard is doing to drive innovation with its Mastercard BPX solution.
Tuesday Nov 16, 2021
Using “Voice of the Customer” Research to Improve CX
Tuesday Nov 16, 2021
Tuesday Nov 16, 2021
Improving CX doesn’t just happen in a vacuum because there’s no one-size-fits-all answer for what customers prefer or how they behave. You might think you know what is best for customers but how can you truly be sure without going straight to the source? That’s why we are talking with Schmidt Market Research about the role customer research plays in improving customer experiences at top-performing companies. Joining us on the podcast today is Michael Everhart, Vice President, and Rebecca DeFazio, Senior Research Manager at Schmidt Market Research.
Tuesday Oct 19, 2021
Digital Wallets Are the Future of Payments and All About CX
Tuesday Oct 19, 2021
Tuesday Oct 19, 2021
Paying bills certainly doesn’t top many people’s list of favorite things to do. At best it’s a hassle– at worst, it’s an extremely stressful exercise. You can take some of the pain away by offering payment solutions that make it as quick and easy for your customers to pay their bills as possible. Digital wallets do just that. They’re a convenient, easy, and secure way to pay, giving customers those truly on-the-go payment experiences they’re looking for. In this episode of Experience Better, we talk to Yara Alatshan, Product Marketing Manager at KUBRA, to tell us all about digital wallets and why consumers prefer to use them.
Wednesday Sep 22, 2021
Improving CX for Seniors with Concierge Services
Wednesday Sep 22, 2021
Wednesday Sep 22, 2021
Managing and paying bills can be a source of stress for all of us. For the elderly and their caretakers, it can be even more challenging to keep track of all the bills coming in and navigating new payment technologies to pay them. Not to mention, seniors are more vulnerable to fraud and scams. In this episode of Experience Better, we talk to Marci Esrig, Founder, CEO and General Counsel at Silverbills, to understand how concierge services like hers can help this demographic and others better manage their bills, detect fraudulent charges, and protect against overpaying.
Tuesday Aug 24, 2021
The Importance of Providing Innovative Solutions to Cash-Paying Customers
Tuesday Aug 24, 2021
Tuesday Aug 24, 2021
While many consumers have embraced digital payment methods, there are still some customers who prefer cash. Who are they, why do they still like cash, and what can utilities do to help these customers? In this episode of Experience Better: The CX Podcast, we speak with Regina Cullado, Customer Service Manager at Golden State Water, to learn more about what they have done to meet the needs of their cash-paying customers.
Tuesday Jul 20, 2021
The Top Citizen Billing and Payment Trends of 2021
Tuesday Jul 20, 2021
Tuesday Jul 20, 2021
Paying taxes, parking tickets, and fines for overdue library books is not fun. Having to jump through hoops to make those payments really just adds insult to injury! Pile on the fact that consumers enjoy a wealth of digital payment options for almost all other products or services, you can see why citizen frustration is rising and their satisfaction waning.
In fact, KUBRA research found that citizen payment experiences have remained the same or gotten slightly worse in the last two years. This not only shows that there’s lots of room for improvement, but also that government agencies have a long road ahead to make the citizen payment experience even better. In this episode of Experience Better, we sit down with Troy Cope, Government Services at KUBRA, to talk about citizens’ payment experiences, how billing and payment trends differ today from 2019, and the effect of COVID-19 on citizens’ behaviors.
Thursday Jun 24, 2021
Gen Z to Baby Boomers: What The Generations Expect from You
Thursday Jun 24, 2021
Thursday Jun 24, 2021
Gen Z, Millennials, Gen X, and Baby Boomers. We hear about them all the time, but who are they really and what are their customer expectations? In this episode of Experience Better, we sit down with Shaun Jackson, SVP, Marketing at KUBRA, to break down the wants and needs of each generation—including their communication preferences, billing and payment needs, personalization expectations, and willingness to adopt new trends.