How CX builds customer loyalty and lifetime value in e-commerce

…As businesses move to new models of commerce, customer experience (CX) needs to keep pace. After all, new modes of commerce mean new potential to fall short of expectations. If your subscription business isn’t sending goods out on time, your customers will be unhappy. Equally, these new models present new opportunities to cultivate loyalty and […]

Empathy in telehealth support services: how to cultivate the unteachable (part 2 of 2)

…Telehealth visits are up 3,000% on their pre-pandemic levels, according to McKinsey & Company. Added to this is the emergence of outcome-based models of care and a meteoric rise in customer expectations. The result? Telehealth support providers find themselves an increasingly vital link in a high-pressure service chain that needs to deliver empathetic service, at […]

Empathy in telehealth support services: how to cultivate the unteachable (part 1 of 2)

…Telehealth visits are up an incredible 3,800% compared to pre-pandemic levels, according to McKinsey & Company. While great for business growth, this deluge also exposes where certain telehealth support providers are falling short on patient experience. As value-based models of care continue to replace the outdated “transactional consultation” approach, meeting patient expectations increasingly requires empathetic […]

How to strike the right balance between AI and live CX agents

…Whether we’re talking about digital transformation, artificial intelligence (AI), or machine learning (ML), tech has become the great enabler for enterprises everywhere. At its best, technology allows us to maximize the parts of our jobs that excite and challenge us, and reduce or eliminate the tasks that bore us. But when it comes to customer-facing […]

Want great customer service? Empower your customer service agents to say ‘no’

…We’ve all heard (and likely worked under) the philosophy “the customer is always right”. It encapsulates the goal of traditional customer service strategy: Find a way to say “yes” as quickly as possible. Unsurprisingly, it’s an approach that dominates the business process outsourcing (BPO) sector.  But in practice, while this approach may placate your customers, […]

Podcast: Is customer service a differentiator for fintechs?

…Is customer service a differentiator for fintechs? The short answer … YES!  Fintechs who recognize that world-class customer service is inextricably linked to delivering great customer experience (CX) will win. No matter how amazing your mobile app or digital UX is, you have to be ready to help your customers when there’s a problem. And, […]

Ubiquity opens Tulsa office with 17,700 sq. ft.

…Expanding U.S. Footprint to Meet Customer Demand in Healthcare and Tech-Driven Industries Ubiquity, a multinational business process outsourcer and one of the fastest-growing private companies in the United States, today announced the opening of its newest servicing center in Tulsa, Oklahoma. Ubiquity is anticipating global service needs by expanding both onshore and offshore, with another […]

Ubiquity is certified as a Great Place to Work

…Certification validates internal culture where employees feel “welcome” and “proud” Based on employee feedback on the Trust Index® Survey, Ubiquity has been recognized as a Great Place to Work®-Certified company. This award validates the commitment that Ubiquity employees and leadership have made to the company’s core values of Partnership, Innovation, and Community. From a thorough […]

Our Bogotá servicing center opens its doors

…Second Latin American Office Opens to Meet Client Demand Ubiquity has announced the opening of their newest servicing center in Bogotá, Colombia. “We’re thrilled to expand further into Latin America, which will play a key role in our growth and continued focus on delivering game-changing customer experiences,” said Matthew Nyren, CEO of Ubiquity. “With its dynamic […]

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 […]