CX Chronicles: The Ultimate Key to Great Customer Experience

…Great CX demands a culture of empowerment, which means giving customer service agents the right tools and support to go the extra mile for customers. By Megan Porter, Ubiquity I work on making training better and more effective for customer service teams around the world every day. Some agents are working in-center; some are working […]

CX Chronicles: When Beloved Brands Bomb Customer Experience

…Small gestures can go a long way in creating a better customer experience and fostering long-term loyalty. Without them, you put your brand at risk. By Loraine DeBonis, Ubiquity Sometimes even beloved brands need a reminder about what makes or breaks great CX. After gaining some initial pandemic pounds those first few months, I found […]

Webinar: Winning in Digital Banking with Better Customer Service

…COVID-19 accelerated consumer adoption of digital banking, demanding that legacy banks speed up their digital transformations and giving digital banking challengers an opening to gain market share with their agility and unrelenting focus on CX. Digital banking and CX experts come together to share lessons from the pandemic and how best to compete going forward. […]

Webinar: How Bilingual Support Can Boost Your Star Ratings

…With a growing Spanish-speaking population and CMS putting more weight on member experience, Medicare Advantage plans who tap bilingual agents can provide more efficient and authentic experiences. Managed care experts discuss the importance of bilingual agents—not just a language line—for Medicare Advantage plans to create efficient, authentic experiences for Spanish-speaking members. Medicare Advantage plans are […]

The Opportunity for Digital Banks Is Now

…Watch Customer Experienced Reimagined at the Prepaid International Forum’s Innovation Day 2020 Neobanks and digital challengers can come through the pandemic stronger if they double down on what they do best—deliver great customer experiences. By Corey Besaw, Ubiquity 2020 has created a whole new set of challenges and opportunities for digital banks and prepaid providers—and […]

Watch: 2020 CPPO Symposium – One Digital Bank’s CX Journey

…At the 2020 CPPO Symposium earlier this month, BankMobile and Ubiquity shared key strategies for delivering customer experiences (CX) that drive long-term loyalty and record-breaking Net Promoter Scores (NPS) for the digital bank. By focusing on mission, culture, calibration and technology, including artificial intelligence, the partners have achieved a 46-point jump in NPS. Watch the […]

Mind Your Metrics: Delivering the Best CX Demands Data and Action

…You can’t manage what you don’t measure, but you can’t stop there. Delivering the best customer experience demands turning data into action. For BankMobile, which operates a higher ed disbursement product that reaches one of every three U.S. college students and a white-label Banking-as-a-Service platform, defining what makes a great customer experience is just the […]

Six Proven Strategies for Virtual Onboarding & Training

…Ubiquity’s VP of Learning Services offers insight into how customer service operations can adapt onboarding and training to a virtual environment.  By Megan Porter, Ubiquity  Moving existing customer service agents to a work-from-home environment is one thing. Onboarding and training new agents virtually is something else entirely.  With close to 30 new clients since the […]

CX Innovators: For BankMobile, the Best CX Starts with People

…Creating a bank customers love to use might sound simple. But after more than 40 years in banking, Warren Taylor, co-founder, executive vice president and director of customer service of BankMobile, knows better. “Apps don’t create an emotional bond, people do,” Warren says. For the digital-only bank, which has a customer base of more than […]

Make Your Customer Experiences Exceptional in Every Channel

…A positive experience with a brand is more influential than great advertising. That means every interaction between your customers and customer service agents or self-service tools has significant influence on how shoppers view your retail brand, whether they’re loyal, and whether they’ll recommend you to family and friends. In this whitepaper, you’ll discover: tactical tips […]