Experience Better: The CX Podcast
by kubracx
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.
Episodes
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How Utilities Build Trust With Customers Who Are Struggling
What does it actually take for a utility to build trust with customers who are struggling to pay their bills? In this episode of Experience Better: The CX Podcast by KUBRA, we're sharing highlights from our recent webinar, "Supporting Vulnerable Utility Customers in Moments of Need," presented…
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The Fee Shift: Navigating Evolving Payment Models in Utilities
Utilities are facing a new kind of pressure, and it's not just about the grid. Rising infrastructure costs, extreme weather, and a growing shift toward digital payments are all converging at once, forcing utility leaders to take a hard look at how payment costs are managed and who absorbs them.…
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The 5-Minute Bill: 2026 Redesign Insights and Preferences
In this episode of Experience Better, guest host Erind Shkurti is joined by KUBRA experts Sara Small and Matt DeLaRosa to explore findings from the new 2026 Bill Redesign Insights and Preferences Report. Together, they unpack how today’s consumers interact with their utility bills, what…
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E-Bill Adoption Strategies That Actually Work
What does it actually take to move customers from paper to paperless? In this episode of Experience Better: The CX Podcast by KUBRA, we're sharing highlights from our recent webinar, Navigating the E-Bill Currents, featuring Lindsey Parham from City of Charlotte and KUBRA's own Candice…
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Are Digital Wallets Ready to Take Over Bill Pay in 2026?
Digital wallets are everywhere, from everyday purchases to peer-to-peer payments. But are they truly ready to take over bill pay? In this episode of Experience Better: The CX Podcast by KUBRA, guest host Cali Johnston, Senior Product Marketing Manager at KUBRA, brings you key insights from…
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Lessons Learned From the Latest Storm Season
As storm season winds down, utilities are taking stock of what they’ve learned to prepare for what comes next. In this episode of Experience Better: The CX Podcast by KUBRA, guest host Cali Johnston revisits highlights from a recent KUBRA webinar exploring how utilities can enhance their...
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A Practical Guide to Customer Journey Mapping
Despite its importance, customer journey mapping remains a mystery to many organizations. Listen as we uncover it's untapped potential — from revealing hidden customer behaviors to aligning operations across entire organizations. We’ll explore how journey mapping can inspire innovation…
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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...
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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...
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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…
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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....
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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…
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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…
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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…
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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...
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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...
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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…
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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....
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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…
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Innovation in Payments - Options for Billers and Payers
Payment experiences have certainly changed over the past few decades. Innovative technology and evolving consumer expectations have transformed how we pay for goods and services. Cash, check, and credit card used to be the go-to payment methods for consumers, but they’re not the norm for most…
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More Consumers Are Considering Digital Wallets for Bill Payments
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,...
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The Effect of Clean Energy Transition on CX
Renewable energy and sustainable practices have become key considerations for consumers who are becoming more aware of their energy consumption and how that impacts climate change. On this episode, Francis Bradley, President and CEO of Electricity Canada, joins us to chat about the energy...
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Water Analytics Are Essential for Elevating the Customer Experience
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...
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The Future of Payments - Part II
Payment experiences have certainly changed over the past few years. Cash, check, and credit card used to be the go-to payment methods for consumers, but they’re not the norm for most these days. Innovative technology and changing consumer expectations have transformed how we pay for goods and...
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The Future of Payments - Part I
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…
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Using Personas to Gain a Better Understanding of the Customer Journey
Finding the time and resources to thoroughly understand the customer journey can be difficult, but it has been shown to pay significant dividends to businesses that make the effort. Namely, the better you understand customer expectations, the easier it is to tailor the customer experience to meet...
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Wrapping Up the Year with Our Most Popular Podcast Episodes of 2021
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…
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Using “Voice of the Customer” Research to Improve CX
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...
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Digital Wallets Are the Future of Payments and All About CX
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....
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Improving CX for Seniors with Concierge Services
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...
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The Importance of Providing Innovative Solutions to Cash-Paying Customers
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...
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The Top Citizen Billing and Payment Trends of 2021
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…
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Gen Z to Baby Boomers: What The Generations Expect from You
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...
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How Business Intelligence Improves CX
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…
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Why CX Should Matter to Government Agencies
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...
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Who is Pre-Pay Customer & How Do They Benefit?
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...
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Understanding Consumer Bill Preferences
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…
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Preparing Utilities for 2021 - Life After the Pandemic
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....
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Georgia Power’s Guide to Outage Communications
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...
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Is Pre-Pay the Way in Uncertain Times?
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…
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Achieving 50% E-Bill Adoption with the City of Sacramento
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...
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Creating Disney-Inspired Magical Experiences
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…
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Innovative Payments: A Key to Customer Satisfaction
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…
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Tips for Marketing Your CX
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…
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Developing Human-Centered Design Through Customer Empathy
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…
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Why Print and Mail Still Matters
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...
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The Power of Billing & Payment Choices
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…
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Chartwell’s 2020 CX Trends
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...
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Why Chatbots Are the Future of CX
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.
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How UX Impacts CX
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...
About this show
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.
Hosted by
kubracx
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