Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Stay tuned, and follow me on Twitter for other government customer experience insights.

Government 36

Government Resources Customer Experience Video 36

Qualtrics

MAY 6, 2019

You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Government officials use the feedback to help make decisions. federal government agencies that are collecting real-time website user feedback using Qualtrics.

Government 30

Government Feedback Entertainment Survey 30

Qualtrics

AUGUST 28, 2019

Over the past several years I’ve been asked more times than I can count: “Why should government care about customer experience?” ” The assumption is usually that governments don’t have to care about customers, citizens, and residents because government is a monopoly.

Government 20

Government Customer Experience Policies Leadership 20

CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Data Policies Guidelines 22

ijgolding

JULY 12, 2017

All of these scenarios will not only have a significantly negative effect on an organisations ability to operate effectively, they will also have a severely detrimental effect on the Customer Experience. When I talk about governance, I do not mean bureaucracy.

Customer Experience 164

Customer Experience Government Customer Experience Professionals Customer Centricity 164

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

ijgolding

JANUARY 15, 2016

‘The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. They often think that CX is a ‘project or an initiative’ that will ‘cost money’ and are likely to have a lack of ownership or governance from the very top.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. And if you prefer video format, you can get a lot of the same info in my WebVisions talk, From User Experience To Customer Experience. We got a ton of great questions about the content I presented.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Erin started with stating John Deere's admirable goal: to earn customers for generations. She evaluated vision and strategy, program design and metrics, organization and governance, and process and tools.

Strategy 80

Strategy Customer Journeys Customer Experience Government 80

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Customer Service 100

Customer Service Hotels Hospitality Government 100

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Trends 111

Trends Guidelines Omni-Channel Government 111

Experience Matters

MAY 6, 2015

My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. Lawyers have the Bar Association, doctors have the Medical Association, so why shouldn’t the growing number of CX professionals have their own association?

Customer Experience Professionals 120

Customer Experience Professionals Government Customer Experience Connections 120

Forrester

AUGUST 2, 2016

Check out our recent webinar to learn why CX success is vital for government success. In my last post , I explained how forces arrayed against federal customer experience (CX) improvement hinder Washington's efforts. Customer Experience. Government. Luckily, there's a way out of this quagmire. Federal CX.

Government 40

Government Customer Experience Professionals Customer Experience Customers 40

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. This is where your governance structure comes into play.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. If my former SVP self were here now, I would ask my current Frontline self what data I need right now to better serve the customer who is staring at me in disbelief.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Ascribe

MAY 12, 2021

Clients can now upload all data collected in the EU to Ascribe, including those for government studies. The new data environment was built with the highest standards of security and privacy to meet the needs of an expanding customer base and to ensure all EU client data remains within the EU and in compliance with GDPR. About Ascribe.

Data 40

Data Analysis Government Analytics 40

ijgolding

NOVEMBER 29, 2017

This is a more common scenario than those who are fortunate enough to be immersed in a customer focused environment. To be a committed Customer Experience Professional, you must be driven to doing what is right for the organisation – even if your leaders are seemingly at odds with this.

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

CX Centric

OCTOBER 4, 2021

The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Further, into his presentation, Jonathan explains what really entails customer-centric alignment.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Lumoa

JANUARY 9, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

TechSee

JUNE 16, 2022

His articles have been featured in hundreds of publications, and he is the creator of The Customer Focus , a customer service training program that helps clients develop a customer service culture and loyalty mindset. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Making clear promises–and keeping them–works in business and it should work in government. We need a reboot.

Groups 147

Groups Government Travel Tools 147

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Their values and what they feel truly matters.

Tips 208

Tips Customer Centricity Strategy Social Media 208

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Where: Phoenix, AZ.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Their values and what they feel truly matters.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Qualtrics

DECEMBER 20, 2018

If you’ve ever struggled to find information on a federal government website, or felt confused while filling out an endless paper form and wondered, “Why doesn’t someone do something about this nonsense?” This week, the President signed into law the 21 st Century Integrated Digital Experience Act (IDEA). If you’re a U.S. Request Demo.

Government 28

Government Feedback Survey Customer Experience Professionals 28

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

CX Journey

JUNE 16, 2015

You're a customer experience professional, right? You've made some strides with your customer experience initiatives. You've built your business case, and that seems to have solidified the need to get everyone centered on the customer and to focus on improving the experience. Or does it get going?

Advertising 80

Advertising Roadmap Government Course 80

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right? Governance: get control, improve data quality.

Feedback 22

Feedback Government Survey Data 22

CX Journey

OCTOBER 7, 2014

There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. This post is part of the Customer Experience Professionals Association''s Blog Carnival "Celebrating Customer Experience." Ralph Nichols Happy CX Day!

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Qualtrics

JULY 18, 2019

Online reviews or customer comments posted on social media sites like Yelp or Facebook, for example, are almost an inevitable part of doing business today. Even government agencies and embassies aren’t immune. Don’t assume customers should “just know” what you’re doing with their feedback. Respond to online reviews. Book a Demo.

Feedback 49

Feedback Government Airlines Social Media 49