Podcast: Ubiquity CEO Talks 10 Years of CX, Fintech, and What’s Next

…On the eve of celebrating 10 years in business, Ubiquity’s CEO Matt Nyren talked with Bank on It host John Siracusa about his vision for serving fintech disruptors, how demand is fueling the company’s exponential growth, and what’s next for the customer experience management firm. We hope you enjoyed learning more about Ubiquity’s past, present, […]

The CX Bible

…Expert advice 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, […]

Transfer your digital experiences into physical spaces and reap 3 key benefits

…Seventy-seven percent of customer experience (CX) professionals say that their customers’ expectations have shifted towards digital-first experiences (DX).[1] This is great news for digital challenger brands and fintech disruptors—we’ve written before about how, for example, more customers are making a digital bank their primary bank. But if you’re a challenger brand doing most of your […]

What embedded transactions can teach you about CX

…Only 1 in 10 Americans has heard of embedded transactions, yet more than 40% of consumers use some of the most popular providers—Apple Pay and Google Pay to name just two.[1] That these experiences are so ubiquitous yet invisible to consumers speaks to how well they work. These are transactions that occur automatically using details […]

Customer data and CX: 3 tips for challenging the status quo

…Eighty-six percent of online shoppers are willing to pay more for a great customer experience (CX).[1] Once, this might have only meant with their money. Now it can mean exchanging something equally precious—their data. And customers are more aware of their data’s value than ever. They’ve seen how much they stand to gain when brands […]

How AI and live agents work together for exceptional CX

…ConverseNow is an artificial intelligence (AI) startup automating and personalizing restaurant orders in high-volume voice channels, such as phone. Their digital agent “George” speeds up the ordering process and removes the need for in-store employee to take orders; however, “he” sometimes struggles if there’s too much background noise, customers doesn’t speak clearly or they try […]

What’s the “CX Bible”? Parables, commandments, and imperatives for challenger brands

…Expert advice 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 Startups Can Leverage CX to Accelerate Growth

…Addressing customer experiences early on pays dividends as startups ramp up Venture capital fundraising has reached heights this year. In the second quarter of 2021, venture funds poured $75 billion into U.S. startups. Fintechs and proptechs, which pulled in a record $9.7 billion in the first half, have seen funding activity soar. Flush with capital, […]

The 5 core ingredients for growing customer service delivery

…The secret to growth-oriented customer service outsourcing Let’s get this out of the way. Customer service doesn’t always have a great reputation. You’re forgiven to think this. Everyone’s been on the receiving end of customer service that doesn’t hit the mark. Customer service departments (usually a contact center) experience many growing pains to improve customer […]

Why healthcare complexity shouldn’t hurt member experiences

…Managing process complexity to deliver strong healthcare experiences There’s a growing need for comprehensive healthcare cover across the US.  More people are living longer: the number of Americans aged 65+ is projected to nearly double from 52 million in 2018 to 95 million by 2060. And there’s an explosion of startups seeking to address this […]