The CX Transformation team is equipped with industry expertise and data and aims to identify and address the distinct challenges that utility companies face.
KUBRA, a customer experience management solutions provider, announced the launch of its Customer Experience (CX) Transformation services for utilities in North America. Through this initiative, KUBRA will work with utility companies to analyse their customers’ evolving needs, leverage data to deliver personalised 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 specialises in:
- Strategy Consultation
Identifies avenues for service digitisation and strategic initiatives to improve a utility’s performance.
- User Experience Consultation
Customises UX strategies to streamline customer interactions and increase satisfaction.
- Journey Mapping
Visualises customer interactions, helping companies identify optimisation 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 Optimisation
Reveals opportunities to optimise current processes, enhancing organisational efficiency and profitability.
Since launching this service, KUBRA’s initial collaboration with Lakeland Electric, a full-service municipal utility, successfully enhanced its call centre 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 centres,” 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 optimise 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.
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