Learning Center
Explore the latest in CX insights, technology and consumer trends, Ubiquity news, and educational resources for scaling great CX.
Featured Resources
The CX Bible
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
The insanely honest guide to outsourced CX
Agile and scalable CX programs nurture passionate, empowered agents that go the extra mile to make customers happy.
Return on Outsourcing: How challenger brands get more from BPO
Traditional CX doesn't work for challenger brands: static playbooks, unmotivated service agents and rigid processes can’t adapt to rapid customer-driven change. You and your customers deserve better.
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Ubiquity analyzed BankMobile Vibe's Interactive Voice Response call structure and quickly recommended a customized logic module for routing “Where’s my refund?” calls. The self-service option was implemented within a week.
Millions of Medicaid users stand to lose coverage as COVID-19 expansions of the program begin to phase out. This ebook provides practical tips for the challenges and opportunities ahead.
Fraud and disputes are on the rise, with even more activity during tax season. In this on-demand webinar hosted by the Innovative Payments Association, you'll learn about evolving fraud tactics and how to spot them and mitigate losses.
Ubiquity's Sagar Rajgopal sat down with FinTech Magazine to talk about what digital transformation means for customer experience in fintech and financial services.
The next evolution of the internet is shaking up customer experience BPO. Find out how to start preparing to take advantage of the new opportunities.
Better onboarding sets the foundation for business growth and better CX. Here's what to demand more from your business process outsourcing partner.
When your operations can't keep up with your growth, it's time to outsource CX. This guide offers practical advice for outsourcing CX successfully.
In this whitepaper, you'll learn why attracting Gen Z digital banking customers requires a fresh approach to CX that—done well—sets banks and fintechs up for success.
At a time when most apps are making it hard to reach live agents, Roadie's commitment to great CX means optimizing self-service and human support.
Approaching your first BPO partner can be intimidating and uncertain. Here's how to overcome those fears and choose an outsourcer with confidence.
Better onboarding sets the foundation for business growth and better CX. Here's what to demand more from your business process outsourcing partner.
CX is no longer simply about how you handle calls. It's about how you can transform the entire purchasing journey.
Education Resources
Measuring customer satisfaction
You can’t improve what you don’t measure. Get everything you need to know on: CSAT metrics, CX mindsets, the ESAT-CSAT relationship, and how to gather feedback.
Business transformation best practices
Want to de-risk your transformation? Here are the need-to-knows on: managing, preparing for, and measuring business process transformation—including practical steps and guidance.
Business process outsourcing essentials
In recent years BPO provider services have expanded rapidly to cover many integrated support processes such as business transformation, CX program design, and strategic scaling.
Customer experience technologies
Learn more about what customer experience technologies are, why they are important, how they differ from customer management technologies, and the pitfalls to avoid when using them.