Experience Better: The CX Podcast

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.

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.

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.

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.

Consumers’ use and appetite for digital payments are growing, and with that comes the expectation that they should be able to pay their bills the same way they do other products and services. As digital wallets continue to make their way into the mainstream, demand is expected to rise. In 2022, nearly seven in 10 consumers used a digital wallet, and a significant percentage of these individuals used more than one digital wallet to make payments. More than half of consumers indicated they would consider using digital wallets for bill payments in the future. In this episode of Experience Better, we talk to Andrew Packer, Senior Manager, Partnerships at PayPal, to tell us about digital wallets, who uses them, and what holds consumers back from using them.

With growing interest from consumers to reduce the amount of water they use, access to personal data and analytics about water usage has quickly become an essential ingredient to providing an exceptional customer experience. In this episode of Experience Better: The CX Podcast, we talk to Robb Barnitt, Founder of Dropcountr and Vice President, Market Development at KUBRA, as he explains how providing access to water analytics helps customers make better decisions

It is no secret that the pandemic is impacting behaviors across the globe. But what type of imprint has it left on the payments space for both billers and their customers? In this two-part podcast on “the future of payments”, Steve Ryan, Principal Product Manager for Payments at KUBRA, will discuss how COVID-19 has changed customer behaviors and what payment trends they are demanding and expecting

In our final installment of Experience Better: The CX Podcast™ for 2021, we share highlights from some of your favorite episodes. We cover everything from the importance of learning about the unique wants of needs of each generation to how business intelligence helps companies optimize performance, predict success, and identify market trends. The episode also explains how bill concierge services benefit businesses and individuals and what Mastercard is doing to drive innovation with its Mastercard BPX solution.