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.

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.

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 these days. In this episode of Experience Better, we talk to Ben Murphy, Director of Strategy and Transformation at KUBRA, about what’s new in the world of 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, 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.

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 transition and how that could affect the customer experience for the years to come.

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

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 services. Last month, in the first installment of this two-part episode, Steve Ryan, Principal Product Manager for Payments at KUBRA talked about customer expectations and hot payment trends like the demand for frictionless payment experiences and digital wallets. In this episode, we join Steve again as he discusses artificial intelligence payment channels.

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

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 their specific needs. In this episode of Experience Better: The CX Podcast, Malina Kaija, Co-Founder of theturnlab, explains how to build a customer-centric business and create customer personas.

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.