Experience Better: The CX Podcast

Improving CX doesn’t just happen in a vacuum because there’s no one-size-fits-all answer for what customers prefer or how they behave. You might think you know what is best for customers but how can you truly be sure without going straight to the source? That’s why we are talking with Schmidt Market Research about the role customer research plays in improving customer experiences at top-performing...

Paying bills certainly doesn’t top many people’s list of favorite things to do. At best it’s a hassle– at worst, it’s an extremely stressful exercise. You can take some of the pain away by offering payment solutions that make it as quick and easy for your customers to pay their bills as possible. Digital wallets do just that. They’re a convenient, easy, and secure way to pay, giving customers thos...

Managing and paying bills can be a source of stress for all of us. For the elderly and their caretakers, it can be even more challenging to keep track of all the bills coming in and navigating new payment technologies to pay them. Not to mention, seniors are more vulnerable to fraud and scams. In this episode of Experience Better, we talk to Marci Esrig, Founder, CEO and General Counsel at Silverb...

While many consumers have embraced digital payment methods, there are still some customers who prefer cash. Who are they, why do they still like cash, and what can utilities do to help these customers? In this episode of Experience Better: The CX Podcast, we speak with Regina Cullado, Customer Service Manager at Golden State Water, to learn more about what they have done to meet the needs of their...

Paying taxes, parking tickets, and fines for overdue library books is not fun. Having to jump through hoops to make those payments really just adds insult to injury! Pile on the fact that consumers enjoy a wealth of digital payment options for almost all other products or services, you can see why citizen frustration is rising and their satisfaction waning.  In fact, KUBRA research found that citi...

Gen Z, Millennials, Gen X, and Baby Boomers. We hear about them all the time, but who are they really and what are their customer expectations? In this episode of Experience Better, we sit down with Shaun Jackson, SVP, Marketing at KUBRA, to break down the wants and needs of each generation—including their communication preferences, billing and payment needs, personalization expectations, and will...

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...

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...

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.

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 informatio...

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 uti...

If you’re in the utility business, you know your customers are looking for clear, accurate, and quick communications during a power outage. In this episode of Experience Better: The CX Podcast ™, we interview John Zumbado, Senior Engineer at Georgia Power, to reveal how consistent and proactive outage communications can be the difference-maker when it comes to happy and informed customers.

Amid the coronavirus pandemic, it’s more important now than ever for utilities to cater to their customers’ unpredictable and evolving needs. Pre-pay energy options that allow customers to pay only for the energy they want and need could be the answer. Tune in to our latest episode as we interview Jamie Wimberly, CEO at DEFG, a management consulting firm specializing in energy, about what pre-pay...

Sacramento is the fastest-growing major city in California. As the capital city of California, Sacramento is uniquely positioned to test, advance, and use emerging technology to better understand and serve the needs of its citizens. In this episode of Experience Better, we are speaking to a panel of customer service experts from the City of Sacramento Department of Utilities. We will discuss their...

Disney is one of the world’s most iconic brands. The company has spent decades building an extremely loyal following, maintaining an outstanding reputation, and creating magical experiences. However, Disney’s wild success did not come from magic, it is a result of tried-and-true strategies carried out by the entire organization. In this episode of Experience Better, we interview Lenn Millbower, co...

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...

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 techn...

In this episode of Experience Better: The CX Podcast™, we delve into the world of artificial intelligence and natural language processing to help you understand the important role chatbots are playing in improving customer experience.

Design is more than an aesthetic necessity, it’s good business. In fact, 91% of design-led companies say design is critical to their customer experience strategy. This episode explores how your design decisions—from your website to your products—influence your customers’ behaviors, opinions, and experiences. 

If you think creating a memorable customer experience is hard, you’re not alone. Big brands like Amazon have set the bar high with ultra-speedy and responsive service. Lucky for you, going above and beyond doesn’t always mean setting unrealistic expectations. Join us for our kick-off episode as we uncover why CX matters and how a little creativity and thoughtfulness go a long way in providing stel...

Experience Better: The CX Podcast delivers customer success stories, interviews, research, and more. Tune in monthly as we uncover the secrets behind great customer experience.