Experience Better: The CX Podcast kubracx

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.

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.

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.

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. 

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.

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.