How CX builds customer loyalty and lifetime value in e-commerce

…As businesses move to new models of commerce, customer experience (CX) needs to keep pace. After all, new modes of commerce mean new potential to fall short of expectations. If your subscription business isn’t sending goods out on time, your customers will be unhappy. Equally, these new models present new opportunities to cultivate loyalty and […]

Empathy in telehealth support services: how to cultivate the unteachable (part 2 of 2)

…Telehealth visits are up 3,000% on their pre-pandemic levels, according to McKinsey & Company. Added to this is the emergence of outcome-based models of care and a meteoric rise in customer expectations. The result? Telehealth support providers find themselves an increasingly vital link in a high-pressure service chain that needs to deliver empathetic service, at […]

Empathy in telehealth support services: how to cultivate the unteachable (part 1 of 2)

…Telehealth visits are up an incredible 3,800% compared to pre-pandemic levels, according to McKinsey & Company. While great for business growth, this deluge also exposes where certain telehealth support providers are falling short on patient experience. As value-based models of care continue to replace the outdated “transactional consultation” approach, meeting patient expectations increasingly requires empathetic […]

Double down on CX to fight ‘skimpflation’ and save your business from the Great Resignation

…As other businesses face the current climate by slashing quality, it’s those that prioritize the customer experience—putting long-term strategy and loyalty above short-term resilience—that will come out on top.  Prices are up across the globe. In cases where customers are paying the same as they did before, they’re usually receiving less in return. And it’s […]

How to strike the right balance between AI and live CX agents

…Whether we’re talking about digital transformation, artificial intelligence (AI), or machine learning (ML), tech has become the great enabler for enterprises everywhere. At its best, technology allows us to maximize the parts of our jobs that excite and challenge us, and reduce or eliminate the tasks that bore us. But when it comes to customer-facing […]

Want great customer service? Empower your customer service agents to say ‘no’

…We’ve all heard (and likely worked under) the philosophy “the customer is always right”. It encapsulates the goal of traditional customer service strategy: Find a way to say “yes” as quickly as possible. Unsurprisingly, it’s an approach that dominates the business process outsourcing (BPO) sector.  But in practice, while this approach may placate your customers, […]

3 customer service data points that can determine where your scale-up … ends up 

…As an emerging brand, outstanding customer service can be the difference between survival and extinction. Without 50 years of brand capital to fall back on, a few negative customer experiences will quickly shape the way you are perceived in the market. The stakes are higher, and your promises mean more. And when your teams and […]

Podcast: Ubiquity CEO Talks 10 Years of CX, Fintech, and What’s Next

…On the eve of celebrating 10 years in business, Ubiquity’s CEO Matt Nyren talked with Bank on It host John Siracusa about his vision for serving fintech disruptors, how demand is fueling the company’s exponential growth, and what’s next for the customer experience management firm. We hope you enjoyed learning more about Ubiquity’s past, present, […]

The CX Bible

…Expert advice on what it truly takes to deliver world-class CX Challenger brands that keep customers for life don’t just solve problems—they take high-stakes moments of customer tension and transform them into high-value, loyalty-driving outcomes. We’ve spent decades doing just that—and now we’re passing on our learnings as unflinching parables for brands across fintech, healthcare, […]

Podcast: Is customer service a differentiator for fintechs?

…Is customer service a differentiator for fintechs? The short answer … YES!  Fintechs who recognize that world-class customer service is inextricably linked to delivering great customer experience (CX) will win. No matter how amazing your mobile app or digital UX is, you have to be ready to help your customers when there’s a problem. And, […]