Experience Better: The CX Podcast

kubracx
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  • BUSINESS
Experience Better: The CX Podcast

Experience Better: The CX Podcast delivers customer success stories, interviews, research, and more. Tune in every other month as we uncover the secrets behind great customer experience. Visit kubra.com/podcast for more information.

  1. MAY 7

    Navigating Outages and Driving Sustainability: A Roadmap for Utilities

    Explore how utilities can enhance communication, build trust, and engage customers more effectively during crises and beyond with Part Two of this intriguing discussion with experts from Chartwell Inc. Shaun Jackson, Senior Vice President of Marketing at KUBRA, hosts this discussion, featuring special guests Steve Waters, Director of Councils, and Casey Collins, Senior Research Analyst. This engaging episode examines actionable strategies for improving outage communication, fostering sustainability engagement, and evolving the utility-customer relationship from a service provider to a trusted advisor. This episode showcases best practices and innovative ideas for utilities to strengthen customer connections, from leveraging transparency and empathy during outages to creating impactful environmental programs.

    31 min

  2. MAR 20

    The Trust Factor: Building Better Utility-Customer Relationships

    Get ready as we unlock the secrets of modern utility customer relationships with exclusive insights from Chartwell's 2024 Residential Consumer Survey. Steve Waters, Director of Councils, and Casey Collins, Senior Research Analyst at Chartwell Inc., reveal how utilities can transform customer insights into meaningful action that builds authentic relationships. Explore the diverse needs of your customer base – from young professionals to established households – and understand how their financial realities shape energy choices. Learn what drives customer trust and loyalty across different demographics, and why personalized engagement matters more than ever. Join us for a practical discussion on ways to strengthen customer relationships and position your utility for future success in an evolving energy marketplace.

    28 min

  3. 12/16/2024

    Breaking Down Payment Technology Trends for 2025

    Join host Shaun Jackson, Senior Vice President of Marketing at KUBRA, for an insightful exploration of the evolving payments landscape. Drawing from KUBRA's extensive consumer research, this episode delves into the current state of bill payment experiences and emerging trends shaping the future of payments. Discover why traditional payment methods like debit and credit cards remain dominant while digital wallets gain momentum. Learn about the growing interest in real-time payments and the complex dynamics of buy now, pay later services in the bill payment space. The episode also examines consumer attitudes toward cryptocurrency payments and the crucial role of security in driving payment preferences. Whether you're a biller looking to optimize your payment offerings or simply interested in the future of payment technology, this episode provides valuable insights into consumer preferences and the factors driving payment innovation in 2025 and beyond.

    14 min

  4. 11/06/2024

    Connected in Crisis: Adapting Communication Strategies for Today's Weather Challenges

    Extreme weather events are wreaking havoc on utilities and the communities they serve. In this insightful podcast,  Lemuel Satamkar, Senior Product Marketing Manager at KUBRA shares strategies for effective crisis communication with host Shaun Jackson, Senior Vice President of Marketing at KUBRA. Learn how leading providers are leveraging advanced technologies and data to keep customers informed and build resilience. Don't miss this essential discussion on the future of utility crisis response,

    31 min

  5. 08/08/2024

    Say Goodbye to Late Payments

    In this episode of the podcast hosted by Shaun Jackson, Senior Vice President of Marketing at KUBRA, the focus is on managing late payments for utilities and billers. Joined by Cali Johnston, Senior Product Marketing Manager at KUBRA, they highlight why managing late payments is essential for cash flow and customer relationships. They delve into strategies such as offering a frictionless payment experience and flexible billing options to prevent late payments. The discussion also covers personalized communication and advanced analytics to swiftly collect late payments and improve customer engagement. Tune in to uncover essential strategies and insights for managing late payments, enhancing customer satisfaction, and driving efficiency in the utility sector. If you're interested in more in-depth coverage of this topic, watch our on-demand webinar, The Late Payment Playbook: Winning Strategies for Preventing & Collecting Late Payments.

    16 min

  6. 06/05/2024

    From Innovation to Execution: Transforming CX with Utility Mobile Apps

    Join us on the latest episode of "Experience Better: The CX Podcast," where we explore the dynamic world of mobile app technology in the utility sector. Our guest, Erind Shkurti, Director of Client Solutions and Mobile Apps at KUBRA, shares his invaluable insights on increasing user engagement and the impact of mobile innovation on customer interactions. Dive into topics such as the balance of convenience and security, the adoption challenges utilities face, and why staying current in the mobile space is crucial for a frictionless customer experience. Whether you're a utility professional or a tech enthusiast, this episode offers a deep dive into the strategies and trends driving mobile app development in utilities today. Don't miss it – tune in to discover how these technologies are powering a connected and resilient future.

    46 min

  7. 04/23/2024

    Navigating the New Era of Payments in 2024

    In this episode, we delve into six digital payment trends that are shaping the future of customer payment experiences.  Join us as we uncover how personalization in payments is becoming a game-changer for consumer satisfaction and the significance of adopting flexible digital wallets in response to evolving customer preferences. We also investigate the surge in popularity of real-time payment processing, the nuances of integrating Buy Now and Pay Later options for billers, and the future of Request for Payment tools in immediate transaction settlements. We'll also address the critical topic of enhancing security measures to protect online transactions and gauge the potential for cryptocurrency in mainstream payment methods. Don't miss our insightful look at how these innovative solutions are poised to enhance customer engagement and transform payment processing in 2024. Download the Whitepaper: Navigating Tomorrow: The Top Digital Payment Innovations to Watch in 2024

    21 min

  8. 03/18/2024

    Call Volume Down, Customer Happiness Up

    In this episode, we explore six transformative strategies for utilities to reduce call center volume drastically while significantly improving customer satisfaction. Our conversation starts with the benefits of empowering clients through comprehensive self-service portals, the advantages of implementing AI chatbots, and the impact of clear and well-designed billing. We'll also discuss the necessity for proactive outage communication, the efficiency of natural language IVR systems, and the convenience that comes with offering multiple payment methods.  Tune in to learn how these innovative approaches are reshaping the utility sector for the better by streamlining customer experiences.

    10 min
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Experience Better: The CX Podcast delivers customer success stories, interviews, research, and more. Tune in every other month as we uncover the secrets behind great customer experience. Visit kubra.com/podcast for more information.

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