The future of customer experience (CX) at Cubigo: why great CX matters for your community
The future of customer experience (CX) at Cubigo: why great CX matters for your community
At Cubigo, Customer Experience (CX) is more than just support—it’s a strategic function that drives adoption, engagement, and long-term success for senior living communities. We sat down with Cédric Havermans, Director of Customer Experience at Cubigo, to discuss where CX is headed and how Cubigo is leading the way.
Stay ahead with proactive, data-driven support
“We’ve shifted from delivering a product to delivering outcomes,” Cédric explains. “At Cubigo, we ensure communities not only adopt our platform but fully integrate it into their workflows. By tracking real-time usage data, we anticipate needs before they arise and proactively guide our customers toward long-term success.” For our clients, this means fewer disruptions, quicker resolutions, and a platform that evolves with their needs.
One of Cubigo’s standout CX strategies is health scoring and proactive outreach. “We analyze customer engagement, identify patterns, and step in before challenges escalate,” Cédric shares. “This allows us to not only support but actively enhance our clients’ day-to-day operations.”
Another key initiative is customer segmentation and journey mapping. “A multi-location operator has different priorities than a single-site community. Our CX approach is tailored to each customer profile, ensuring that every community gets the support and insights they need.”
Maximize platform adoption to improve daily workflows
Cubigo’s customer experience team plays a hands-on role in ensuring that communities don’t just use the platform—they rely on it. Strategic onboarding is at the heart of this approach. “We go beyond traditional software training,” Cédric says. “We help communities align Cubigo with their business goals, so it becomes indispensable to their daily operations.” This translates into better staff workflows, fewer manual tasks, and smoother communication with residents and families.
Success planning is another pillar of Cubigo’s CX strategy. “We define early wins with our clients—whether it’s smoother event registration, better communication between staff and residents, or streamlined service requests,” Cédric explains. “These quick victories build confidence and drive full-scale adoption.”
Cubigo also ensures executive alignment, working closely with senior leadership to integrate CX into broader business strategies. “When leadership champions Cubigo, the entire organization follows suit. That’s how we create lasting impact,” Cédric adds.
Get personalized support that drives real results
When asked what makes Cubigo’s customer experience stand out, Cédric doesn’t hesitate. “We don’t just support communities—we partner with them. Our CX approach is proactive, personalized, and built around real business outcomes.”
Communities benefit from self-service tools and automation that reduce the need for repetitive support while maintaining a high-touch experience when it matters most. “We’ve built Cubigo Academy and our knowledge base to reduce repetitive inquiries and focus high-touch efforts where they matter most." The result: staff feel empowered, residents stay connected, and communities run more smoothly.
Build future-ready operations with human-centered technology
The next evolution of CX at Cubigo will blend technology and human connection. “AI, automation, and data analytics are crucial, but relationships and trust will always be the backbone of great CX,” Cédric states.
“At the end of the day, the best CX strategies drive business outcomes—whether in senior living, healthcare, or SaaS. Cubigo is committed to leading this transformation, ensuring customer experience remains a competitive advantage. What’s in it for our clients? A smoother day, stronger results, and a partner who sees your goals as their own.”
Want to learn more about how Cubigo’s customer experience approach can transform your community? Reach out to us at getintouch@cubigo.com today!
