Experience Better: The CX Podcast kubracx

Companies have more data at their disposal than ever before. The question is, are they using it to improve the customer experience? This wealth of information can provide organizations with untold insights into customers, as long as they know how to apply it correctly. In this episode, we sit down with Anthony Mancini, Manager, Customer Success at KUBRA to discuss what business intelligence is and how it can improve the customer experience for all organizations.

Competing with Amazon, Netflix, or Zillow isn’t easy, but that’s exactly what government agencies are having to do these days. Sort of. You see, now that citizens are used to receiving exceptional customer experience (CX) from private companies, they expect that kind of service all the time, even from their government agencies. Government agencies are starting to take notice, incorporating CX into their overall mission and devoting resources to improving citizen experiences. In this episode of Experience Better, we sit down with Richard Pickering, National Executive at KUBRA, to discuss why CX should matter to government agencies. 

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.

Consumers’ bill pay behaviors have changed drastically and rapidly over the past years, moving away from paper payments to electronic. And bank websites are leading the pack - in fact, 54% of consumers prefer to use their bank website to make bill payments, compared to the 14% of consumers who prefer mailed paper bills, according to the 2020 KUBRA Billing and Payment Report. While this percentage will continue to grow, consumers also expect more improvement and innovation from their bill payment channels, including the bank bill pay. In this episode of Experience Better, we interview Manal Toukan, Senior Vice President, Bill Pay at Mastercard, to tell us about the Mastercard Bill Pay Exchange solution and the innovation and transformation it brings to the bank bill pay. 

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.

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.