Why the right BPO drives exceptional customer experience

…The problem with transactional business process outsourcing—and why relationship-based outsourcing delivers connected customer experiences and long-term growth. When it comes to selecting an advanced outsourcing partner, it’s tempting to focus on quick wins and sharp pains rather than long-term goals. And that’s understandable. Traditional business process outsourcing (BPO) is transactional by nature. It’s designed to […]

CX Chronicles: Finish The Last Mile Customer Journey Strong

…By Loraine DeBonis, Ubiquity In the race to accelerate digital transformation and embrace omnichannel commerce, brands need to make sure the customer journey works well from start to finish. I’ve spent the last few weeks talking to my colleagues about some of our recent shopping experiences that didn’t quite hit the mark—and some that were […]

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 […]