Why static CX playbooks are no match for fintech disruptors

…As a growing fintech—an ambitious, disruptive, irreverent company looking to fundamentally change the game for the better—you need more than a dusty playbook to drive customer satisfaction and retention. By Corey Besaw, Ubiquity As established brick-and-mortar banks left themselves exposed through unwieldy digital customer experiences, fintechs have seized the opportunity to differentiate through outstanding CX. […]

The role of BPO agents in exceptional customer experiences

…4 ways advanced customer service agents deliver better customer experiences For a lot of established companies, finding and choosing a business processing outsourcer (BPO) is a chore. Much of the market looks uninspiring and undifferentiated—competing in a race to the bottom instead of quality—offering only service agents that recite scripts to churn through as many […]

How BPO can create stickiness for challenger brands

…Here’s the thing about building customer satisfaction and retention for your business: Even though you may excel at attracting the right crowd to your challenger brand, if you can’t hold your audience’s attention or give them compelling reasons to return, it’s hard work gone to waste. Your brand can’t rely solely on looking slick—it’s got […]