Episodes
Thursday May 27, 2021
How Business Intelligence Improves CX
Thursday May 27, 2021
Thursday May 27, 2021
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.
Thursday Apr 15, 2021
Why CX Should Matter to Government Agencies
Thursday Apr 15, 2021
Thursday Apr 15, 2021
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.
Tuesday Mar 23, 2021
Who is Pre-Pay Customer & How Do They Benefit?
Tuesday Mar 23, 2021
Tuesday Mar 23, 2021
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.
Monday Jan 25, 2021
Understanding Consumer Bill Preferences
Monday Jan 25, 2021
Monday Jan 25, 2021
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.
Tuesday Dec 15, 2020
Preparing Utilities for 2021 - Life After the Pandemic
Tuesday Dec 15, 2020
Tuesday Dec 15, 2020
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.
Monday Oct 26, 2020
Georgia Power’s Guide to Outage Communications
Monday Oct 26, 2020
Monday Oct 26, 2020
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.
Monday Sep 21, 2020
Is Pre-Pay the Way in Uncertain Times?
Monday Sep 21, 2020
Monday Sep 21, 2020
Amid the coronavirus pandemic, it’s more important now than ever for utilities to cater to their customers’ unpredictable and evolving needs. Pre-pay energy options that allow customers to pay only for the energy they want and need could be the answer. Tune in to our latest episode as we interview Jamie Wimberly, CEO at DEFG, a management consulting firm specializing in energy, about what pre-pay energy is and why it's a critical payment option in today’s uncertain landscape.
Wednesday Aug 19, 2020
Achieving 50% E-Bill Adoption with the City of Sacramento
Wednesday Aug 19, 2020
Wednesday Aug 19, 2020
Sacramento is the fastest-growing major city in California. As the capital city of California, Sacramento is uniquely positioned to test, advance, and use emerging technology to better understand and serve the needs of its citizens. In this episode of Experience Better, we are speaking to a panel of customer service experts from the City of Sacramento Department of Utilities. We will discuss their experience and best practices for reaching their e-bill adoption goals and enhancing the bill delivery experience for their customers.
Monday Jul 20, 2020
Creating Disney-Inspired Magical Experiences
Monday Jul 20, 2020
Monday Jul 20, 2020
Disney is one of the world’s most iconic brands. The company has spent decades building an extremely loyal following, maintaining an outstanding reputation, and creating magical experiences. However, Disney’s wild success did not come from magic, it is a result of tried-and-true strategies carried out by the entire organization. In this episode of Experience Better, we interview Lenn Millbower, consultant, trainer, keynote speaker, and former Disney employee, to discuss the effective methods behind Disney’s magical customer experiences. Visit www.KUBRA.com for more customer experience tips.
Wednesday Jun 17, 2020
Innovative Payments: A Key to Customer Satisfaction
Wednesday Jun 17, 2020
Wednesday Jun 17, 2020
As utilities focus on improving the customer experience and outreach, oftentimes the conversation of payment innovation arises. So who are the real winners when it comes to adding payment channels like Amazon Alexa, Facebook Messenger, text message, and others to a payment mix? In this episode, we discuss top payment trends that tap into customer expectations for 2020 and how leveraging artificial intelligence empowers customers to pay their bills.