Shows / Experience Better: The CX Podcast
Experience Better: The CX Podcast
Experience Better: The CX Podcast delivers customer success stories, interviews, research, and more. Tune in every other month as we uncover the secrets behind great customer experience. Visit kubra.com/podcast for more information.
Episodes
- Experience Better: The CX Podcast
How Utilities Build Trust With Customers Who Are Struggling
What does it actually take for a utility to build trust with customers who are struggling to pay their bills? In this episode of Experience Better: The CX…
- Experience Better: The CX Podcast
The Fee Shift: Navigating Evolving Payment Models in Utilities
Utilities are facing a new kind of pressure, and it's not just about the grid. Rising infrastructure costs, extreme weather, and a growing shift toward digital…
- Experience Better: The CX Podcast
The 5-Minute Bill: 2026 Redesign Insights and Preferences
In this episode of Experience Better, guest host Erind Shkurti is joined by KUBRA experts Sara Small and Matt DeLaRosa to explore findings from the new 2026…
- Experience Better: The CX Podcast
E-Bill Adoption Strategies That Actually Work
What does it actually take to move customers from paper to paperless? In this episode of Experience Better: The CX Podcast by KUBRA, we're sharing highlights…
- Experience Better: The CX Podcast
Are Digital Wallets Ready to Take Over Bill Pay in 2026?
Digital wallets are everywhere, from everyday purchases to peer-to-peer payments. But are they truly ready to take over bill pay? In this episode of Experience…
- Experience Better: The CX Podcast
Lessons Learned From the Latest Storm Season
As storm season winds down, utilities are taking stock of what they’ve learned to prepare for what comes next. In this episode of Experience Better: The CX…
- Experience Better: The CX Podcast
A Practical Guide to Customer Journey Mapping
Despite its importance, customer journey mapping remains a mystery to many organizations. Listen as we uncover it's untapped potential — from revealing hidden…
- Experience Better: The CX Podcast
Navigating Outages and Driving Sustainability: A Roadmap for Utilities
Explore how utilities can enhance communication, build trust, and engage customers more effectively during crises and beyond with Part Two of this intriguing…
- Experience Better: The CX Podcast
The Trust Factor: Building Better Utility-Customer Relationships
Get ready as we unlock the secrets of modern utility customer relationships with exclusive insights from Chartwell's 2024 Residential Consumer Survey. Steve…
- Experience Better: The CX Podcast
Breaking Down Payment Technology Trends for 2025
Join host Shaun Jackson, Senior Vice President of Marketing at KUBRA, for an insightful exploration of the evolving payments landscape. Drawing from KUBRA's…
- Experience Better: The CX Podcast
Connected in Crisis: Adapting Communication Strategies for Today's Weather Challenges
Extreme weather events are wreaking havoc on utilities and the communities they serve. In this insightful podcast, Lemuel Satamkar, Senior Product Marketing…
- Experience Better: The CX Podcast
Say Goodbye to Late Payments
In this episode of the podcast hosted by Shaun Jackson, Senior Vice President of Marketing at KUBRA, the focus is on managing late payments for utilities and…
- Experience Better: The CX Podcast
From Innovation to Execution: Transforming CX with Utility Mobile Apps
Join us on the latest episode of "Experience Better: The CX Podcast," where we explore the dynamic world of mobile app technology in the utility sector. Our…
- Experience Better: The CX Podcast
Navigating the New Era of Payments in 2024
In this episode, we delve into six digital payment trends that are shaping the future of customer payment experiences. Join us as we uncover how…
- Experience Better: The CX Podcast
Call Volume Down, Customer Happiness Up
In this episode, we explore six transformative strategies for utilities to reduce call center volume drastically while significantly improving customer…
- Experience Better: The CX Podcast
Unpacking CX - Celebrating 5K Streams
In late 2019, KUBRA released its first episode of Experience Better - the CX Podcast. The podcast’s goal was to share success stories, research and interviews…
- Experience Better: The CX Podcast
Unpacking AMEX’s Membership Value for Merchants and Utilities
Welcome to another insightful episode of Experience Better: The CX PodcastTM. In this edition, we have a special guest joining us, Erin Sweatman, Vice…
- Experience Better: The CX Podcast
The Eight Tenets of Customer Experience
Being able to deliver a positive customer experience has a significant upside for businesses. It can result in increased customer loyalty, repeat business…
- Experience Better: The CX Podcast
CX and Utility Trends to Watch for This Year
In 2022, we had an amazing group of industry experts join us to talk about what’s new in the world of customer experience. During the year, we discussed a wide…
- Experience Better: The CX Podcast
Innovation in Payments - Options for Billers and Payers
Payment experiences have certainly changed over the past few decades. Innovative technology and evolving consumer expectations have transformed how we pay for…
- Experience Better: The CX Podcast
More Consumers Are Considering Digital Wallets for Bill Payments
Consumers’ use and appetite for digital payments are growing, and with that comes the expectation that they should be able to pay their bills the same way they…
- Experience Better: The CX Podcast
The Effect of Clean Energy Transition on CX
Renewable energy and sustainable practices have become key considerations for consumers who are becoming more aware of their energy consumption and how that…
- Experience Better: The CX Podcast
Water Analytics Are Essential for Elevating the Customer Experience
With growing interest from consumers to reduce the amount of water they use, access to personal data and analytics about water usage has quickly become an…
- Experience Better: The CX Podcast
The Future of Payments - Part II
Payment experiences have certainly changed over the past few years. Cash, check, and credit card used to be the go-to payment methods for consumers, but…
- Experience Better: The CX Podcast
The Future of Payments - Part I
It is no secret that the pandemic is impacting behaviors across the globe. But what type of imprint has it left on the payments space for both billers and…
- Experience Better: The CX Podcast
Using Personas to Gain a Better Understanding of the Customer Journey
Finding the time and resources to thoroughly understand the customer journey can be difficult, but it has been shown to pay significant dividends to businesses…
- Experience Better: The CX Podcast
Wrapping Up the Year with Our Most Popular Podcast Episodes of 2021
In our final installment of Experience Better: The CX Podcast™ for 2021, we share highlights from some of your favorite episodes. We cover everything from the…
- Experience Better: The CX Podcast
Using “Voice of the Customer” Research to Improve CX
Improving CX doesn’t just happen in a vacuum because there’s no one-size-fits-all answer for what customers prefer or how they behave. You might think you know…
- Experience Better: The CX Podcast
Digital Wallets Are the Future of Payments and All About CX
Paying bills certainly doesn’t top many people’s list of favorite things to do. At best it’s a hassle– at worst, it’s an extremely stressful exercise. You can…
- Experience Better: The CX Podcast
Improving CX for Seniors with Concierge Services
Managing and paying bills can be a source of stress for all of us. For the elderly and their caretakers, it can be even more challenging to keep track of all…
- Experience Better: The CX Podcast
The Importance of Providing Innovative Solutions to Cash-Paying Customers
While many consumers have embraced digital payment methods, there are still some customers who prefer cash. Who are they, why do they still like cash, and what…
- Experience Better: The CX Podcast
The Top Citizen Billing and Payment Trends of 2021
Paying taxes, parking tickets, and fines for overdue library books is not fun. Having to jump through hoops to make those payments really just adds insult to…
- Experience Better: The CX Podcast
Gen Z to Baby Boomers: What The Generations Expect from You
Gen Z, Millennials, Gen X, and Baby Boomers. We hear about them all the time, but who are they really and what are their customer expectations? In this episode…
- Experience Better: The CX Podcast
How Business Intelligence Improves CX
Companies have more data at their disposal than ever before. The question is, are they using it to improve the customer experience? This wealth of information…
- Experience Better: The CX Podcast
Why CX Should Matter to Government Agencies
Competing with Amazon, Netflix, or Zillow isn’t easy, but that’s exactly what government agencies are having to do these days. Sort of. You see, now that…
- Experience Better: The CX Podcast
Who is Pre-Pay Customer & How Do They Benefit?
Pre-pay energy solutions allow utility customers to add money to their utility account before energy is used. As the power is consumed, the pre-paid balance…
- Experience Better: The CX Podcast
Understanding Consumer Bill Preferences
KUBRA released a new consumer report that sheds light on what billers are getting right and where there’s room for improvement when it comes to their bills…
- Experience Better: The CX Podcast
Preparing Utilities for 2021 - Life After the Pandemic
It goes without saying that 2020 has been a doozy that has left us all wondering, what’s in store for us next? In this episode of Experience Better: The CX…
- Experience Better: The CX Podcast
Georgia Power’s Guide to Outage Communications
If you’re in the utility business, you know your customers are looking for clear, accurate, and quick communications during a power outage. In this episode of…
- Experience Better: The CX Podcast
Is Pre-Pay the Way in Uncertain Times?
Amid the coronavirus pandemic, it’s more important now than ever for utilities to cater to their customers’ unpredictable and evolving needs. Pre-pay energy…
- Experience Better: The CX Podcast
Achieving 50% E-Bill Adoption with the City of Sacramento
Sacramento is the fastest-growing major city in California. As the capital city of California, Sacramento is uniquely positioned to test, advance, and use…
- Experience Better: The CX Podcast
Creating Disney-Inspired Magical Experiences
Disney is one of the world’s most iconic brands. The company has spent decades building an extremely loyal following, maintaining an outstanding reputation…
- Experience Better: The CX Podcast
Innovative Payments: A Key to Customer Satisfaction
As utilities focus on improving the customer experience and outreach, oftentimes the conversation of payment innovation arises. So who are the real winners…
- Experience Better: The CX Podcast
Tips for Marketing Your CX
Utilities spend a lot of time, money, and effort in offering tools that help improve customer communications and the overall customer experience. But do their…
- Experience Better: The CX Podcast
Developing Human-Centered Design Through Customer Empathy
The utility industry has changed tremendously over the past 20 years—and the utility customer has changed along with it. How can utilities keep up with the…
- Experience Better: The CX Podcast
Why Print and Mail Still Matters
Is the need for print communications really disappearing? Not if you ask all of your customers. For some, printed bills are a crucial touchpoint with their…
- Experience Better: The CX Podcast
The Power of Billing & Payment Choices
Customers list billing among the top four factors that drive their satisfaction with a company and JD Power studies have revealed that billing and payment…
- Experience Better: The CX Podcast
Chartwell’s 2020 CX Trends
It’s 2020 and customer experience is more important now than ever. As customer expectations continue to evolve, how can organizations keep up in the new year?…
- Experience Better: The CX Podcast
Why Chatbots Are the Future of CX
In this episode of Experience Better: The CX Podcast™, we delve into the world of artificial intelligence and natural language processing to help you…
- Experience Better: The CX Podcast
How UX Impacts CX
Design is more than an aesthetic necessity, it’s good business. In fact, 91% of design-led companies say design is critical to their customer experience…
- Experience Better: The CX Podcast
CX Worth Mentioning
If you think creating a memorable customer experience is hard, you’re not alone. Big brands like Amazon have set the bar high with ultra-speedy and responsive…
- Experience Better: The CX Podcast
Introducing Experience Better: The CX Podcast
Experience Better: The CX Podcast delivers customer success stories, interviews, research, and more. Tune in monthly as we uncover the secrets behind great…