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 […]

3 powerful ways advanced BPOs drive ambitious business growth

…Transform customer support from a cost-sink into a growth center. By Corey Besaw, Ubiquity Left to its own devices, customer support can easily drift into a transactional, paint-by-numbers cost center that’s designed more to keep churn at bay than drive the business forward. And this squanders a massive potential source of business growth and competitive […]

Return on Outsourcing: How challenger brands get more from BPO

…The fresh CX approach that supports and sustains disruptor brands Traditional CX isn’t enough for today’s challenger brands: static playbooks, unmotivated service agents and rigid processes that can’t adapt to rapid operational and customer-driven change. Return on OutsourcingTM is the CX approach that drives challenger brands to their biggest, hairiest and most audacious goals. Download […]

5 ways disruptors can boost customer service satisfaction

…Elevate your customer experience and your brand reputation with a CX-first outsourcing partner 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 […]

How young companies unlock exceptional customer experiences

…6 common CX challenges for young companies (and how to fix them) By Jen Garde, Ubiquity Most new companies and startups chasing rapid growth know that customer experience (CX) is vital to their long-term success. But there are a lot of competing priorities for challenger brands to balance as they build their business—an initially sharp […]

5 must-haves for world-class CX for digital banking

…With the onset of the global pandemic, it became even more critical to provide an engaging and seamless digital experience for customers. The best customer experiences in digital banking take a cue from a tried-and-true software development formula called FURPS—Functionality, Usability, Reliability, Performance and Supportability. In this playbook, we explore these five concepts and look […]

The CX Bible: Turn service challenges into growth opportunities

…Expert stories 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 ambitious disruptors can find the right BPO

…By Sagar Rajgopal, Ubiquity Finding the right business process outsourcing (BPO) partner can be tricky when there are hundreds of carbon copy providers offering essentially the same thing. As a disruptor and innovator, you need a BPO that differentiates on more than just price and a list of run-of-the-mill services. You need a partner that […]

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 […]

Why BPO culture defines exceptional customer experiences

…5 traits of growth-oriented BPO culture (and why they matter) By Matthew Agronin, Ubiquity Successful challenger brands run a two-legged gauntlet. Part One: Reposition what’s possible in your corner of the market. Part Two: Own that corner. After all, the goal isn’t to stay a perpetual challenger—it’s to become a leader. And that applies to […]