Authority Magazine: 5 Things You Need to Succeed in the Modern World of Finance & Fintech

…As part of his series for Authority Magazine, Jason Hartman interviewed Ubiquity co-founder and CEO Matt Nyren about “How to Navigate and Succeed in the Modern World of Finance”. Matt founded Ubiquity in 2012 and served as its president during the company’s first four years of expansion before assuming CEO responsibilities in January 2017. Matt […]

CX Innovators: Why Propel’s most important KPI is trust

…For Propel, building trust is more important for exceptional customer experience than average handle time or encouraging customers to self-serve. In fact, the company wants customers to call. That’s because customer conversations give Propel an opportunity to deliver the type of customer experiences that foster lasting relationships while also gleaning invaluable customer insights. On the […]

Why digital banks need a human heart to deliver great customer experiences

…COVID-19 placed huge barriers between banks and their customers. With facetime virtually nonexistent, there was little time to nurture trust in person. This effect was magnified by the financial difficulties millions of consumers faced during lockdown—which meant banks were holding difficult conversations without as many opportunities to offer small but powerful displays of empathy. For […]

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, […]

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, […]

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 […]