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 […]

How CX data drives customer loyalty for challenger banks

…An excerpt from this Whitepaper: “The conversation banks need to have now is moving from digital adoption, where a customer might just download and use a mobile app, to digital engagement, where a customer is invested in using features and functionality that lead them to be much more satisfied with your financial brand,” said Bob […]

3 shifts in consumer values retailers can no longer ignore

…An excerpt from this Whitepaper: Brands that got technology right during the pandemic won over consumers because they could deliver a positive digital interactions to their customers. Brands such as Target (+20% stores and digital channels), Home Depot (+25%) and Walmart (+79% e-commerce sales) experienced significant year-over-year gains throughout the pandemic. But as these temporary […]

3-month service turnaround exceeds high CX level goals

…Viking Pest Control, an innovative pest control service for homeowners and businesses, experienced growth and was looking to fully staff the customer experience team to meet the goals and needs of their customers. Viking had high call center service level goals that they wanted to meet—and exceed. They wanted the majority of calls to be […]

The loyalty-building value of hyper-responsiveness in finserv

…Bmtx makes it exceedingly easy for customers to reach out for support and offer feedback through their favorite digital channels. The challenge was supporting the high volume of front-end online and social media engagement with customer experience research and responsiveness on the back end. Bmtx had specific goals of improving first call resolutions, reducing email […]

How to build multichannel infrastructures for challenger finserv brands

…Competition for digital banking customers is fierce, with countless new challengers entering the market. To captivate and retain customers, a well-designed customer journey is a must. But you also have to build a robust support framework that anticipates and responds quickly to customer needs. Download Case Study Ubiquity’s expertise helped ensure that we launched with […]

Why great customer experience marries technology and culture

…How to balance culture and tech for CX excellence By Tanya Clark, Ubiquity The average turnover rate in U.S. contact centers is 30-45%1. And it’s no wonder. BPO call centers are usually seen as a stopgap rather than a serious career path—as places that chase aggressive CX metrics with a revolving door of burned-out staff. […]

3 keys to maximizing the digital banking customer journey

…To keep up with customer demand for banking online, the banking industry has been in a frenzy to create the best digital customer experience. Customers want engaging, personalized digital service on their own schedule. Financial institutions that deliver it see results: A recent McKinsey analysis shows that the top-quartile banks in experience in the United […]

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 […]