39 episodes

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.

Experience Better: The CX Podcast kubracx

    • Business
    • 5.0 • 5 Ratings

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.

    Navigating the New Era of Payments in 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

    • 20 min
    Call Volume Down, Customer Happiness Up

    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. 

    • 9 min
    Unpacking CX - Celebrating 5K Streams

    Unpacking CX - Celebrating 5K Streams

    In late 2019, KUBRA released its first episode of Experience Better - the CX Podcast. The podcast’s goal was to share success stories, research and interviews with CX leaders with the hope to help organizations deliver better customer experiences. Four years and 36 episodes later, the podcast has hit a new milestone of 5,000 streams! In this time, we’ve had a variety of CX leaders talk on a diverse range of topics - from developing human-centric design through customer empathy to the effect of clean energy transition on CX.
     
    In this episode, we will look back at our most streamed episodes to uncover important lessons learned  on delivering great customer experiences.

    • 22 min
    Unpacking AMEX’s Membership Value for Merchants and Utilities

    Unpacking AMEX’s Membership Value for Merchants and Utilities

    Welcome to another insightful episode of Experience Better: The CX PodcastTM. In this edition, we have a special guest joining us, Erin Sweatman, Vice President, US Merchant Marketing at American Express, gives us the inside scoop of how this global payments leader consistently delivers exceptional customer service to its valued customers worldwide.

    • 14 min
    The Eight Tenets of Customer Experience

    The Eight Tenets of Customer Experience

    Being able to deliver a positive customer experience has a significant upside for businesses. It can result in increased customer loyalty, repeat business, positive word-of-mouth referrals, and even higher lifetime customer value. All of these have the potential to benefit a business’ bottomline. According to a study by PwC, 73% of customers cite customer experience as an important factor in their purchasing decisions. By prioritizing customer experience, businesses can differentiate themselves from their competitors, build stronger relationships with their customers, and ultimately, achieve long-term success. 
    In this episode, Arun Kanagasabapathy, Vice President of Central Services at Reliance Home Comfort, walks us through how his organization has achieved high customer satisfaction for close to half a century, through its eight tenets of customer experience.

    • 22 min
    CX and Utility Trends to Watch for This Year

    CX and Utility Trends to Watch for This Year

    In 2022, we had an amazing group of industry experts join us to talk about what’s new in the world of customer experience. During the year, we discussed a wide range of topics - from the latest and greatest in the payments industry to how the clean energy transition may affect customer experience. In these episodes, our guests shared insight on some trends to look out for in the years to come. For our first episode in 2023, we’ll be sharing some of our guests’ insights and highlighting these trends to look out for in the years to come.
     
    Shaun Jackson, SVP of Marketing at KUBRA will be your host for this episode and will walk you through trends to look out for in the world of customer experience.

    • 16 min

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Here's to CX

This podcast is all about the customer. Learn how to treat your customers right by tuning in to each valuable conversation! There are always unique ways to improve your customer experience - Experience Better's episodes can give you just that.

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