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 […]

How CX data drives customer loyalty for challenger banks

…An excerpt from this Whitepaper: “The conversation banks need to have now is moving from digital adoption, where a customer might just download and use a mobile app, to digital engagement, where a customer is invested in using features and functionality that lead them to be much more satisfied with your financial brand,” said Bob […]

3-month service turnaround exceeds high CX level goals

…Viking Pest Control, an innovative pest control service for homeowners and businesses, experienced growth and was looking to fully staff the customer experience team to meet the goals and needs of their customers. Viking had high call center service level goals that they wanted to meet—and exceed. They wanted the majority of calls to be […]

The loyalty-building value of hyper-responsiveness in finserv

…Bmtx makes it exceedingly easy for customers to reach out for support and offer feedback through their favorite digital channels. The challenge was supporting the high volume of front-end online and social media engagement with customer experience research and responsiveness on the back end. Bmtx had specific goals of improving first call resolutions, reducing email […]

How to build multichannel infrastructures for challenger finserv brands

…Competition for digital banking customers is fierce, with countless new challengers entering the market. To captivate and retain customers, a well-designed customer journey is a must. But you also have to build a robust support framework that anticipates and responds quickly to customer needs. Download Case Study Ubiquity’s expertise helped ensure that we launched with […]

Using AI to Drive Customer Experience

…Expect Wider Adoption of Technology as Brands Seek to Personalize Service By James Hewitt, Aigent You may not know it, but artificial intelligence is everywhere today. Ever ask Siri, Alexa, or Google Home a question? Or used Waze to find your way home? AI powers the algorithms behind these devices and apps, the social media […]

3 keys to maximizing the digital banking customer journey

…To keep up with customer demand for banking online, the banking industry has been in a frenzy to create the best digital customer experience. Customers want engaging, personalized digital service on their own schedule. Financial institutions that deliver it see results: A recent McKinsey analysis shows that the top-quartile banks in experience in the United […]

Drive seamless CX across the front, middle, and back office

…Why seamless CX needs close integration of all office functions (and how outsourcing can help) Whether you’re a challenger bank, a growing fintech brand or an established giant, all financial businesses are beholden to the same natural law of entropy: The bigger you get, the more complex you become. Left to this natural order, office […]

CX Innovators: Why Oxygen wants to create the best CX on the planet

…How one challenger bank plans to set the bar for great customer experience For Aakash Shah, SVP and Head of Operations at Oxygen, the goal is simple: Provide the best customer experience on the planet. It’s not enough to be the best in a category like digital banking, he says, because your customers are judging […]