Experience Better: The CX Podcast

Is Pre-Pay the Way in Uncertain Times?

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.

Achieving 50% E-Bill Adoption with the City of Sacramento

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.

Creating Disney-Inspired Magical Experiences

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.

Innovative Payments: A Key to Customer Satisfaction

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.

Tips for Marketing Your CX

Utilities spend a lot of time, money, and effort in offering tools that help improve customer communications and the overall customer experience. But do their customers even know these tools exist? Research suggests that often times they don’t. In this episode, we provide simple and effective ways you can start marketing your offerings to help boost ROI and customer satisfaction.

Developing Human-Centered Design Through Customer Empathy

The utility industry has changed tremendously over the past 20 years—and the utility customer has changed along with it. How can utilities keep up with the times? We asked market research and CX expert, Bill LeBlanc, to discuss how design thinking, customer empathy, and disruption play a key role. Tune in to learn how you can shape your company’s future through better CX.

Why Print and Mail Still Matters

Is the need for print communications really disappearing? Not if you ask all of your customers. For some, printed bills are a crucial touchpoint with their providers and still deserve your attention. Join us as we take a step back to assess print and mail and why organizations should still save a place for this, so-called, old-fashioned channel in their customer experience strategy. 

The Power of Billing & Payment Choices

Customers list billing among the top four factors that drive their satisfaction with a company and JD Power studies have revealed that billing and payment factors can account for 20% or more of total customer satisfaction. This episode explores how more choice in billing and payments allows you to satisfy the various customer types you serve and drive up the overall customer experience.

Chartwell’s 2020 CX Trends

It’s 2020 and customer experience is more important now than ever. As customer expectations continue to evolve, how can organizations keep up in the new year? To kick-start 2020, we sat down with customer experience expert Scott Johnson, Vice President of Chartwell, to dig into the top CX trends you should be ready for in 2020. From billing and payments, to service interruptions, to emerging technologies, we’re covering everything you need to know to raise the customer experience bar in the new year. 

Why Chatbots Are the Future of CX

In this episode of Experience Better: The CX Podcast™, we delve into the world of artificial intelligence and natural language processing to help you understand the important role chatbots are playing in improving customer experience.