KUBRA Adds CX Transformation to its Product and Service Offerings

The new service focuses on delivering long-term value for utilities by transforming their customer’s digital experiences.

TEMPE, Ariz.--(BUSINESS WIRE)--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.