Episodes
Monday May 11, 2020
Tips for Marketing Your CX
Monday May 11, 2020
Monday May 11, 2020
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.
Monday Apr 13, 2020
Developing Human-Centered Design Through Customer Empathy
Monday Apr 13, 2020
Monday Apr 13, 2020
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.
Thursday Mar 12, 2020
Why Print and Mail Still Matters
Thursday Mar 12, 2020
Thursday Mar 12, 2020
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.
Monday Feb 10, 2020
The Power of Billing & Payment Choices
Monday Feb 10, 2020
Monday Feb 10, 2020
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.
Monday Jan 27, 2020
Chartwell’s 2020 CX Trends
Monday Jan 27, 2020
Monday Jan 27, 2020
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.
Wednesday Dec 18, 2019
Why Chatbots Are the Future of CX
Wednesday Dec 18, 2019
Wednesday Dec 18, 2019
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.
Monday Nov 18, 2019
How UX Impacts CX
Monday Nov 18, 2019
Monday Nov 18, 2019
Design is more than an aesthetic necessity, it’s good business. In fact, 91% of design-led companies say design is critical to their customer experience strategy. This episode explores how your design decisions—from your website to your products—influence your customers’ behaviors, opinions, and experiences.
Saturday Sep 28, 2019
CX Worth Mentioning
Saturday Sep 28, 2019
Saturday Sep 28, 2019
If you think creating a memorable customer experience is hard, you’re not alone. Big brands like Amazon have set the bar high with ultra-speedy and responsive service. Lucky for you, going above and beyond doesn’t always mean setting unrealistic expectations. Join us for our kick-off episode as we uncover why CX matters and how a little creativity and thoughtfulness go a long way in providing stellar customer experience.
Friday Sep 27, 2019
Introducing Experience Better: The CX Podcast
Friday Sep 27, 2019
Friday Sep 27, 2019
Experience Better: The CX Podcast delivers customer success stories, interviews, research, and more. Tune in monthly as we uncover the secrets behind great customer experience.