Our Conversations on CX video series brings together industry leaders and practitioners to discuss how technology is transforming customer expectations, particularly in billing and payments.
Each episode explores a different angle of the customer experience challenge, from what billers can learn from e-commerce to how contact centres are evolving to meet modern demands.
Why Customer Experience in Billing Matters
Consumer expectations have changed dramatically, influenced by innovations in e-commerce, ride-sharing, and digital banking. Customers now expect every interaction, including paying a bill, to be fast, effortless, and intuitive.
Yet for many organisations, the billing experience remains fragmented and frustrating. This series explores what it takes to close that gap.
Featured Episodes
What Billers Should Steal from E-commerce
E-commerce has set the bar for seamless payments. In this episode, Shaun Dobbin, CEO and Founder of Glider, joins Kareem Al-Bassam, a payments expert with over 25 years of experience, to discuss how billing teams can adapt e-commerce best practices to their own customer journeys.
- Why the "one step and done" approach matters for billers
- How to handle the perception of bills as "grudge payments"
- New technologies to watch: RCS, PayTo, and credential consolidation
Technology Is Shaping Consumer Expectations of Contact Centres
Jeanelle Mariani, Customer Success Manager at CXCOM, joins Shaun Dobbin to discuss how technology is reshaping what customers expect when they call to make a payment.
- Why convenience is now a must-have, not a nice-to-have
- The importance of personalisation beyond just using someone's name
- How AI and automation can enhance, not replace, human interactions
Watch the Full Series
All episodes are available on our YouTube channel. Subscribe to stay updated as new conversations are released.
Want to discuss how these insights apply to your organisation? Talk to our team.