Experience Better: The CX Podcast

Improving CX for Seniors with Concierge Services

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.

The Importance of Providing Innovative Solutions to Cash-Paying Customers

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.

The Top Citizen Billing and Payment Trends of 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.

Gen Z to Baby Boomers: What The Generations Expect from You

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.

How Business Intelligence Improves CX

Companies have more data at their disposal than ever before. The question is, are they using it to improve the customer experience? This wealth of information can provide organizations with untold insights into customers, as long as they know how to apply it correctly. In this episode, we sit down with Anthony Mancini, Manager, Customer Success at KUBRA to discuss what business intelligence is and how it can improve the customer experience for all organizations.

Why CX Should Matter to Government Agencies

Competing with Amazon, Netflix, or Zillow isn’t easy, but that’s exactly what government agencies are having to do these days. Sort of. You see, now that citizens are used to receiving exceptional customer experience (CX) from private companies, they expect that kind of service all the time, even from their government agencies. Government agencies are starting to take notice, incorporating CX into their overall mission and devoting resources to improving citizen experiences. In this episode of Experience Better, we sit down with Richard Pickering, National Executive at KUBRA, to discuss why CX should matter to government agencies. 

Who is Pre-Pay Customer & How Do They Benefit?

Pre-pay energy solutions allow utility customers to add money to their utility account before energy is used. As the power is consumed, the pre-paid balance declines. Pre-pay appeals to diverse groups of people for a variety of reasons. In this episode of Experience Better, we interview Lauren Papagalos, Product Marketing Manager at KUBRA, to discuss who primarily benefits from pre-pay and why.

Understanding Consumer Bill Preferences

KUBRA released a new consumer report that sheds light on what billers are getting right and where there’s room for improvement when it comes to their bills. We’re sharing these findings to give billers a better understanding of current consumer bill preferences. Tune in to our latest episode as we discuss how consumers prefer to receive their utility bills, as well as the most important information to include on your customers’ statements.

Preparing Utilities for 2021 - Life After the Pandemic

It goes without saying that 2020 has been a doozy that has left us all wondering, what’s in store for us next? In this episode of Experience Better: The CX Podcast™, we discuss top consumer trends that emerged in 2020, the lessons we’ve learned, and how utilities can move forward in the new year. Join Braden Short, Senior Vice President of Sales and Client Success at KUBRA, as he helps prepare utilities for the new normal in 2021 and beyond.

Georgia Power’s Guide to Outage Communications

If you’re in the utility business, you know your customers are looking for clear, accurate, and quick communications during a power outage. In this episode of Experience Better: The CX Podcast™, we interview John Zumbado, Senior Engineer at Georgia Power, to reveal how consistent and proactive outage communications can be the difference-maker when it comes to happy and informed customers.