2021 Customer Experience Report – Trends Shaping the Future of CX

September 16, 2021

What does it take to deliver top-notch customer experiences these days? For starters, it takes knowing what your customers actually want. And that changes, a lot! The good news is that we’re always keeping our finger on the pulse of customer trends and preferences, so you can get on with the business of making your customers happy. This webinar provides unique insights into today’s evolving customer needs, including current customer expectations, billing and payment usage, and customer communications preferences.

The valuable information found in our 2021 Customer Experience Report was collected by analyzing KUBRA’s proprietary product data and surveying consumers and utilities.

Get to know what your customers expect from you. Watch this webinar to learn:

  • How the pandemic expanded the use of digital payments
  • Which communication channels customers prefer to use when they have a problem
  • How much mobile device adoption has increased for payments
  • What customers expect when it comes to service access and speed of response