Experience Better: The CX Podcast

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.

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.