Jordan Mulford, Author at CBE Customer Solutions

Fintech CX in 2026: What’s Next, and How to Prepare

by Jordan Mulford | Aug 4, 2025 | Blog, FinTech

The fintech space never stops moving. What felt cutting-edge last year can feel outdated tomorrow. For companies in this high-speed industry, customer experience is no longer just a feature, it’s a differentiator.

At CBE Customer Solutions, we help fintech brands deliver customer experiences that scale with their growth, match the speed of innovation, and build long-term trust. So what will fintech CX look like in 2026, and how can you prepare today?

Customer Expectations are Evolving Faster Than EdTech

Your customers are not comparing your app to other financial platforms. They are comparing you to every seamless experience they’ve ever had. Think same day deliveries, instant ride-sharing, and AI powered support that understands context.

In 2025, J.D. Power US Banking Mobile App Satisfaction Study showed a 14-point decline in customer satisfaction across digital banking platforms, largely due to generic support experiences and slow issue resolution. Customers want more than functionality. They expect intuitive, proactive service that feels safe.

Four Fintech CX Trends to Watch in 2026

Human-Centered AI: Large language models and sentiment detection tools are no longer just helpful, they’re essential. In 2025,

Open Finance and Ecosystem Integration: As finance expands, customers expect seamless access across banking, investing, lending, and insurance. When your systems talk to each other, your support teams can too, and that results in faster answers and more proactive service.

Proactive, Conversational Experiences: Customers are moving away from ticket-based support. They want help the way they live, like through chat, voice, and even virtual interactions. Support must feel natural, intuitive, and fast.

Trust and Responsible AI: Customers are growing more aware of how their data is used and how decisions are made. Companies that are transparent, fair, and accountable in how AI is deployed will earn trust and reduce risk as regulations tighten.

How to Prepare for the Future of Fintech CX

The good news is, you don’t need to overhaul everything overnight. But you do need a strategy. Here are four ways to get ready in 2026:

Evaluate your current CX journey: Where are customers getting stuck or frustrated? Look at call logs, survey feedback, and drop off rates.

Start integrating human-centered AI: Pilot tools that can handle basic interactions but escalate complex ones with care.

Explore open finance partnerships: APIs are your friend. The more relevant the data your team can access, the faster and better they can help customers.

Build a trust-first culture: Train your agents and AI systems to be transparent, empathetic, and consistent, especially when the stakes are high.

Why it Matters Now

In fintech, speed is survival. Experience is what builds loyalty. At CBE Customer Solutions, we believe that companies investing in human-first, tech-smart CX will be the ones customers stick with. 2026 is right around the corner. Let’s make sure your customers feel heard, understood, and supported every step of the way.

Want to talk through your fintech CX strategy? We’re here to help.

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Dropped Again? Why Telecom Brands Lose Loyalty Over Support

by Jordan Mulford | Jul 31, 2025 | Blog, Telecommunications

The Connection isn’t Always the Problem

When customers think of telecom issues, they usually blame dropped calls or slow speeds. But often, the biggest frustration comes after the technical glitch – when they reach out for help and feel ignored, bounced around, or misunderstood.

According to the J.D. Power 2025 U.S. Wireless Customer Care Study, satisfaction with telecom customer service declined for the first time in two years, especially where support was inconsistent or confusing. As connectivity expectations rise, service failures become deal breakers.

Customers Expect Resolution, Not Token Contact

Customers don’t demand perfection, but they want clarity and solutions fast. Complicated IVR systems, bouncing between agents, or ineffective self-service frustrate customers who already feel disconnected. Worse still, poor experiences create vocal detractors who spread dissatisfaction to social media and forums.

Call Quality Still Matters

According to a 2025 consumer survey, 89% of mobile users report experiencing connection issues such as dropped calls or poor voice quality, and many now turn to apps like WhatsApp or FaceTime as alternatives. If the network falters, consumers start questioning the entire brand, even before support is involved.

Empathetic Support is the Differentiator

At CBE Customer Solutions, we help telecom brands win back trust by delivering support that matches the reliability users expect. We train agents to understand telecom-specific issues, enforce secure escalation paths, and provide empathetic, impactful resolution. Your support channels become opportunities to rebuild confidence if handled well.

Support That Keeps Customers Connected (For Good)

When support is fast and intuitive, network glitches feel minor, call resolution is on the first touch, and customers stay. Not just because of your network, but because of your care. CBE Customer Solutions helps telecom providers turn service recovery from a liability into a loyalty builder.

Ready to Dependably Deliver Support That Matters?

Let CBE Customer Solutions help your telecom brand deliver support that works as reliably as your network.

When Banking Feels Broken: CX Gaps That Cost You Customers

by Jordan Mulford | Jul 29, 2025 | Blog, Financial Services

You’ve invested in mobile apps, web portals, and self-service features. But if your customers still can’t get quick answers, clear resolutions, or empathetic support, they’re not sticking around. In today’s world of instant everything, banks and credit unions don’t just compete on rates; they compete on experiences. And when service breaks down, loyalty goes with it.

When Clarity Slips, So Does Customer Trust

Banking customers expect clarity and control. When they’re stuck in long wait times, unclear resolution paths, or are bounced between departments, it doesn’t just cause frustration. It erodes trust.

These CX breakdowns can lead to:

Account closures and higher churn
Increased complaints and compliance risk
Poor digital adoption
Lower NPS (net promoter scores) and brand reputation damage

Where CBE Customer Solutions Makes a Difference

That’s where CBE Customer Solutions comes in. We’ve spent decades supporting financial institutions across the country with contact center solutions designed to reflect the high standards customers expect.

We don’t just answer calls → we restore confidence.

We don’t just follow scripts → we create experiences.

We don’t just scale → we do it securely, compliantly, and in your brand’s voice.

We Have a Plan That Works

Our financial services clients succeed because we:

Build right-sized, brand support teams trained in financial compliance
Offer omnichannel service with secure integrations
Resolve issues with empathy and speed
Create seamless transitions between digital and human support
Stay ahead of regulatory shifts that impact CX

Imagine Support That Builds Loyalty, Not Complaints

When customer experience works, everything improves. Customers stay loyal because they feel heard and supported. Satisfaction rises, brand perception strengthens, and your team gains confidence knowing they’re backed by a support system built for success. With fewer abandoned interactions and smoother resolutions, compliance becomes seamless, and your customer relationships grow stronger with every touchpoint.

Let’s make that your reality. CBE Customer Solutions is ready to help you transform your CX from vulnerability into a competitive advantage.

CX in the Public Sector: Why Citizens Get Frustrated with Agencies

by Jordan Mulford | Jul 24, 2025 | Blog, Government

Most citizens do not interact with government agencies unless they have to. Whether it’s to apply for benefits, get tax help, or report an issue, these moments matter. However, too often, the experience is slow, confusing, or unhelpful, and that frustration can add up.

People do not expect perfection. They expect clarity, respect, and a path forward. When they don’t get that, trust erodes not just in the agency, but in the system itself. Here is where public sector service delivery breaks down, what citizens want, and how CBE Customer Solutions can help agencies meet those expectations with confidence.

When Support Feels Like a Wall, Not a Bridge

Citizens seeking help are often met with lengthy wait times, outdated systems, and unclear processes. Some give up entirely. Others take their concerns to social media, the press, or elected officials.

Recent research reveals a significant disparity between how government services are delivered and what users expect. While many agencies are investigating modernization, a noticeable gap remains between service design and real-world usability.

Public Confidence Is on the Line

When customer experience breaks down, the impact goes far beyond a single missed response. It can lead to

Lower public confidence
Higher call volume, duplicate requests, and overwhelmed staff
Rising ops costs
Lost opportunities to deliver meaningful support

Public sector organizations have a powerful opportunity to rebuild trust. But it starts with rethinking how support is delivered, especially in moments that matter most.

What CBE Customer Solutions Brings to Government Agencies

At CBE, we understand the complex realities public agencies face. Budgets are tight, expectations are rising. Regulations cannot be ignored.

Our public sector support solutions include:

Skilled Agents trained to handle sensitive, high-stakes issues with care
Omnichannel access via phone, chat, email, and more
Scalable support teams that flex with program launches, seasonal spikes, or emergencies
Clear, people-first communication that puts citizens at ease and provides next steps
Secure infrastructure built to meet the strictest privacy and regulatory requirements

Result

When citizens get the support they need without confusion or delay, trust grows.

Your staff feels more confident, communities function more efficiently, and public agencies regain the credibility they’re built to deliver. Every call, chat, and message presents an opportunity to strengthen trust. Let’s make it count.

From Bills to Blackouts: What Utility Customers Need Most

by Jordan Mulford | Jul 22, 2025 | Blog, Utilities

When the power goes out or a billing issue shows up, customers don’t want to search for help. They want answers, and they want them fast. If they don’t get them, frustration builds and loyalty fades. Utility providers are under more pressure now than ever. Customers expect real-time communication, fast resolution, and a service experience that feels as reliable as the power itself.

Frustrations During Critical Moments

Utility customers typically only contact support when an issue arises. That might be a service outage, an unexpected charge, or an urgent need to update payment methods. These are emotional, high-stakes moments.

When customers wait on hold, are bounced between departments, or receive unclear answers, trust erodes quickly. They start to wonder whether their provider actually cares about them.

More Than Just an Inconvenience

Inconsistent customer experiences can lead to:

Increased call volume and repeat contacts
Missed payments or unresolved billing issues
Customer churn, especially in competitive utility markets
Negative word of mouth during widespread outages or billing cycles
Lower satisfaction scores or a damaged reputation

Utilities are essential, but customer loyalty is not. Poor experiences open the door for complaints, public backlash, and regulatory scrutiny.

What CBE Customer Solutions Handles, So You Don’t Have to

At CBE Customer Solutions, we help provide utility providers deliver the level of service customers expect, especially when it matters most.

We support teams with:

Live customer care agents who are trained in handling sensitive, time-critical issues
24/7 omnichannel coverage, so customers can reach you by phone, chat, or email whenever they need help
High-empathy communication that builds trust and de-escalates frustration
Flexible staffing models that support seasonal billing spikes, weather events, and outage surges
Compliance-ready processes that meet industry regulations and data security standards

We become an extension of your brand, helping customers feel informed, supported, and valued.

The Result? Customers Who Stay, Even When Things Go Wrong

When utility customers feel heard and helped, they are more likely to stick around, pay on time, trust the updates you send, and recommend your service to others. Support isn’t just about resolving issues, it’s about reinforcing your reliability when customers need it most.