KUBRA Adds CX Transformation to its Product and Service Offerings
2024年7月30日 - 8:30PM
ビジネスワイヤ(英語)
The new service focuses on delivering long-term value for
utilities by transforming their customer’s digital experiences.
KUBRA, a leading customer experience management solutions
provider, is pleased to announce the launch of its Customer
Experience (CX) Transformation services for utilities in North
America. Through this initiative, KUBRA will work with utility
companies to analyze their customers' evolving needs, leverage data
to deliver personalized experiences and streamline the utility’s
internal processes to enhance service delivery.
“Modern utility companies have access to a wealth of data,
drawing from their IT systems, third-party sources, and publicly
available sources. However, as most data sets are dispersed, the
challenge lies in unifying this information to make sound business
decisions,” said Jason Iaccio, Director of CX Transformation at
KUBRA. “The CXT team can help utilities unify these data sets to
identify opportunities to reduce costs, increase efficiencies, and
boost customer satisfaction.”
KUBRA has assembled a team of analysts, data scientists,
engineers, and utility experts to help utilities make data-driven
decisions and enhance customer engagement. The team specializes
in:
- Strategy Consultation Identifies
avenues for service digitization and strategic initiatives to
improve a utility’s performance.
- User Experience Consultation
Customizes UX strategies to streamline customer interactions and
increase satisfaction.
- Journey Mapping Visualizes
customer interactions, helping companies identify optimization
opportunities across the customer journey.
- Data Interpretation
Leverages utility data to unlock actionable intelligence for
strategic business decisions.
- Data Integration Unifies
disparate utility data streams across product, public, and
third-party data to provide a comprehensive picture for critical
decision-making.
- Business Process
Optimization Reveals opportunities to optimize current
processes, enhancing organizational efficiency and
profitability.
Since launching this service, KUBRA’s initial collaboration with
Lakeland Electric, a full-service municipal utility, successfully
enhanced its call center operations to better serve over 120,000
Floridians.
“We engaged with KUBRA’s CX Transformation team to identify ways
to reduce call wait times and high costs at our call centers,” says
Dallas Ward, IT Manager at Lakeland Electric. “By working with
KUBRA, we’ve leveraged our CIS Data, IVR Data from our vendor, and
KUBRA product data to identify self-service options for our
customers and optimize processes to reduce call volumes.”
The CX Transformation team is equipped with industry expertise
and data, positioning them to take on various projects. Their goal
is to identify and address the distinct challenges that utility
companies face and deliver long-term value for their business and
customers. Visit the KUBRA website to learn more.
About KUBRA
KUBRA provides customer experience management solutions to some
of North America's largest utility, insurance, and government
entities. Our extensive portfolio includes billing and payments,
mapping, mobile apps, proactive communications, and artificial
intelligence solutions for customers. With more than two billion
customer interactions annually, KUBRA services reach over 40% of
households in the U.S. and Canada. KUBRA is an operating subsidiary
of the Hearst Corporation.
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version on businesswire.com: https://www.businesswire.com/news/home/20240730136605/en/
Media contacts: Alison Copeland Email:
alison.copeland@kubra.com Phone: 480.584.3041