2 big CSAT measurement mistakes (and how to avoid them)

…The payoff comes from combining measurement with a mindset shift that champions customer experience. As we explored in our blog on overlooked customer service metrics, there’s a risk that by under-measuring customer satisfaction (CSAT), businesses leave themselves with no way to assure quality. Likewise, over-focus on measurement can hinder service levels in the long term […]

4 easy CX solutions to key blockchain & crypto challenges

…CX-first outsourcing propels your business ahead of competitors with the wrong priorities. The blockchain and crypto space has key differences to other more established business areas, both technically and culturally. Technically, the challenges are scalability, interoperability, standardization, and regulatory. Culturally, the focus revolves around divulging power from central financial authorities, the nature of its immutable […]

Ubiquity is certified as a Great Place to Work

…Certification validates internal culture where employees feel “welcome” and “proud” Based on employee feedback on the Trust Index® Survey, Ubiquity has been recognized as a Great Place to Work®-Certified company. This award validates the commitment that Ubiquity employees and leadership have made to the company’s core values of Partnership, Innovation, and Community. From a thorough […]

Our Bogotá servicing center opens its doors

…Second Latin American Office Opens to Meet Client Demand Ubiquity has announced the opening of their newest servicing center in Bogotá, Colombia. “We’re thrilled to expand further into Latin America, which will play a key role in our growth and continued focus on delivering game-changing customer experiences,” said Matthew Nyren, CEO of Ubiquity. “With its dynamic […]

Customer service satisfaction: 5 critical steps for high NPS and CSAT scores

…CX-first outsourcing starts with support service agents equipped with technologies that empower them. By Sagar Rajgopal, Ubiquity For many fast-growing challenger brands, business process outsourcing is all about the numbers—cutting costs, smashing KPIs and stretching to ever-higher customer volumes. But this laser-focus on metrics can obscure—or worse, impede—long-term service quality and brand reputation. We believe […]

What’s the “CX Bible”? Parables, commandments, and imperatives for challenger brands

…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, […]

How Startups Can Leverage CX to Accelerate Growth

…Addressing customer experiences early on pays dividends as startups ramp up Venture capital fundraising has reached heights this year. In the second quarter of 2021, venture funds poured $75 billion into U.S. startups. Fintechs and proptechs, which pulled in a record $9.7 billion in the first half, have seen funding activity soar. Flush with capital, […]

The 5 core ingredients for growing customer service delivery

…The secret to growth-oriented customer service outsourcing Let’s get this out of the way. Customer service doesn’t always have a great reputation. You’re forgiven to think this. Everyone’s been on the receiving end of customer service that doesn’t hit the mark. Customer service departments (usually a contact center) experience many growing pains to improve customer […]

The Role of Learning and Development in Customer Experience

…A development mindset can turn the tide One of the pitfalls of massive, sudden success for businesses—particularly in the tech space—is the blindspots and unintentional complacency it leaves in its wake.   From Kodak to the mobile phone arm of Nokia, seemingly-bulletproof businesses have let huge growth overshadow continuous learning and improvement, and toppled as a […]

Scale your CX strategy to boost growth and satisfaction

…How to scale your CX strategy in line with your business goals and customer needs So you’ve developed your CX strategy and tested it in a real world context. Job done. Right? Well, not quite. The real proof of your CX strategy isn’t in how good it looks on paper—it’s how well it scales up […]