Great CX (and better economics) are on the menu when AI and people work together

…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 […]

Customer experience (and sales) at risk as call volume surges

…The U.S. labor shortage combined with a spending frenzy is a perfect storm for customer service. Customers and prospective customers are facing wait times they haven’t seen since the early days of the pandemic. And while at that point people were understandably more forgiving, now they have cash in hand to stimulate the economy—in some […]

Customer experience has never been more important

…A new survey explains the key drivers of great customer experience and what they mean for brands. Customer experience has emerged as one of the chief ways brands compete today. The pandemic pushed customers to digital channels—a trend that is unlikely to abate—and going forward brands still must wrestle with an increased premium on speed […]

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 […]

Why fintechs stand to win more customers with BPOs that nurture agents

…By Megan Porter, Ubiquity It’s a strange time to be an ambitious fintech. Brick-and-mortar institutions are racing to update their legacy practices to keep up with their customers’ demands. Meanwhile newer fintechs face a different, arguably tougher (but way more exciting) challenge: redefining customer expectations. Think about the change we’ve already seen. Comprehensive banking services […]

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 […]