3 customer service data points that can determine where your scale-up … ends up 

…As an emerging brand, outstanding customer service can be the difference between survival and extinction. Without 50 years of brand capital to fall back on, a few negative customer experiences will quickly shape the way you are perceived in the market. The stakes are higher, and your promises mean more. And when your teams and […]

2 big CSAT measurement mistakes (and how to avoid them)

…The payoff comes from combining measurement with a mindset shift that champions customer experience. As we explored in our blog on overlooked customer service metrics, there’s a risk that by under-measuring customer satisfaction (CSAT), businesses leave themselves with no way to assure quality. Likewise, over-focus on measurement can hinder service levels in the long term […]

4 easy CX solutions to key blockchain & crypto challenges

…CX-first outsourcing propels your business ahead of competitors with the wrong priorities. The blockchain and crypto space has key differences to other more established business areas, both technically and culturally. Technically, the challenges are scalability, interoperability, standardization, and regulatory. Culturally, the focus revolves around divulging power from central financial authorities, the nature of its immutable […]

Customer service satisfaction: 5 critical steps for high NPS and CSAT scores

…CX-first outsourcing starts with support service agents equipped with technologies that empower them. 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 […]

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 […]