Jordan Mulford, Author at CBE Customer Solutions

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.

The Hidden Friction in EdTech Support (And How to Fix It)

by Jordan Mulford | Jul 17, 2025 | Blog, EdTech

Today’s EdTech platforms promise ease, speed, and seamless access to learning. However, many education providers are losing students, parents, and educators to frustration, not because of poor content or tools, but due to hidden friction in the customer support experience.

Support is integral to the learning experience, not merely a back-end function. Inadequate support leads to user disengagement, not just submitted tickets. Let’s explore where this hidden friction appears, its impact on your users, and what you can do to address it.

Support That Feels Like a Barrier

From K-12 to higher ed, EdTech users face challenges everyday. Login issues, billing questions, course access problems, device compatibility issues, and more. These issues are normal, but the problem is how they are handled. When support is slow, robotic, or hard to reach, users feel stuck. Students fall behind, parents get frustrated, educators lose trust in the platform. The learning stops before it even starts.

Why Friction Costs More Than Time

Every unanswered question is a missed opportunity to build trust. Friction in the support journey leads to:

Increased churn and decreased renewals
Negative word of mouth among school networks or peer groups
Distrust from parents and teachers who rely on the platform daily
Strained internal teams trying to juggle education and tech problems

It’s not just a help desk issue, it’s a reputation issue.

What CBE Customer Solutions Brings to the Table

For EdTech companies, every moment in education matters. Yet, many struggle to provide the customer support their users deserve. CBE Customer Solutions understands these challenges. That’s why we partner with EdTech companies to deliver customer support that not only drives efficiency but also creates profound educational impact.

Here’s how we support you:

Live, empathetic agents who understand education workflows and communicate with care
Omnichannel support that meets users where they are, from chat to voice to email
Scalable staffing models that flex with academic calendars, peak enrollment, or software rollouts
Process refinement to eliminate common support delays and repeat contacts
Brand matched service so every interaction reflects your tone, mission, and values

We don’t just answer questions. We help users stay connected to their learning goals.

What Happens When You Remove the Friction

When support is seamless, students stay engaged, parents feel reassured, educators become advocates, and your platform becomes a trusted part of the learning ecosystem. That’s the difference between being just another tool and being an essential partner in education.

Why Fintech Customers Leave: 4 CX Breakdowns You Can’t Ignore

by Jordan Mulford | Jul 15, 2025 | Blog, FinTech

As digital financial services continue to evolve, customer expectations are growing at a faster pace than ever. While fintech companies aim to deliver speed, security, and seamless service, many fall short, leading to customer frustration and churn. Here are four common CX breakdowns that fintechs can’t afford to ignore.

Clunky or Disappointing Digital Experience

Fintech customers expect intuitive, mobile-first platforms that feel effortless to use. But when the experience is slow, confusing, or inconsistent, trust erodes quickly. Industry growth is projected at over 16% annually through 2032, yet “shifts in consumer expectations” remain key obstacles when platforms don’t feel fast or intuitive. Fast loading, simple navigation, and friction-free onboarding aren’t optional, they’re critical.

Poor Customer Support: The Human Touch Still Matters

While automation and AI are central to scalability, customers still want to feel understood and valued. Nearly 70% say that they expect digital tools to feel more “human”, and a significant portion would switch providers after a poor support interaction. In moments of confusion or urgency, empathy and responsiveness make all the difference. Pair automation with real-time human support to build loyalty where it counts.

Security Lapses & Fraud Erase Trust Instantly

The explosion of digital transactions has made fraud prevention a top priority. Yet customers are quick to leave when security feels reactive or vague. Transparency, communication, and rapid resolution are now just as crucial as back-end security systems themselves. Trust is fragile. Don’t let silence after a breach break it.

Regulatory Non-Compliance & System Failures

From delayed updates to system outages, even back-end issues impact the user experience. With increasing scrutiny across financial institutions, companies that don’t embed compliance and stability into their operations risk frustrating users and falling behind. Reliability and compliance aren’t just internal goals; they’re customer-facing values.

Why It Matters, And How CBE Can Help

The stakes are high, and every interaction counts. A single poor experience can cause a customer to leave. Not just your platform, but your brand entirely. That’s where we come in.

CBE Customer Solutions specializes in helping fintech companies create customer experiences that retain users, build trust, and scale efficiently. Our trained customer care teams offer:

Omnichannel Support that blends speed with empathy
Fraud Support services that resolve issues quickly and clearly
Regulatory-Compliant Processes backed by decades of experience in highly regulated industries
Flexible Staffing Models to help you scale during growth, product launches, or increased demand
Seamless Integration with your brand tone, values, and digital tools

Whether you’re solving a CX gap or preparing for your next stage of growth, CBE Customer Solutions helps you meet the moment and exceed expectations.

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