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Global Governance and Your CX Program

MaritzCX

One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. All regions of the world will be represented, either in-person or via teleconference. View Article

2017: Transforming Government Perspectives

Verint

Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'. Our most recent workshop was held in San Francisco just a few weeks after Donald Trump was elected President.

Digital Government: Digitally Enabled, Not Necessarily Digitally Delivered

Forrester's Customer Insights

I've been thinking a lot about "e-government" and "digital government" these days, and one thing bugs me: the push for online services. Yet not everyone has easy access to a government office. Therein lays a tension that isn't necessarily solved by "digital services" but that can be addressed by "digital government." digital government. e-government.

Government Customer Service: Lead the Campaign to Improve Public Perception

Tricia Morris

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. Many government agencies have found a successful place to start in improving customer service is through knowledge , which serves two key purposes. out of a possible 100. A Place to Start.

Does The Government Really Care About Your Opinions? - Frank Reactions

Tema Frank

Who hasn’t stood in a lineup trying to access a government service? Trying to access a government service. It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all over. He made a few discoveries that might surprise some anti-government cynics.

Improving Digital Engagement with the UK Government

Verint

Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve digital services were left empty-handed.

7 Steps to Successful Government Customer Service

ForeSee

The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government But meeting the needs and expectations of today''s multichannel, multi-device consumers of information can be challenging. So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers?

Mobile Managers Answer The Call In 51st E-Government Satisfaction Index

ForeSee

Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. The post Mobile Managers Answer The Call In 51st E-Government Satisfaction Index appeared first on ForeSee. E-Government GovernmentThe report serves as a critical checkpoint.

Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Tricia Morris

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. Therefore, the first and most cost-effective measure that government agencies can take is to simply listen to constituents’ most common requests, complaints or praise. Get Started with the New Customer Service Playbook for Government. And more.

Customer Experience Governance: Do This, Not That

Lynn Hunsaker

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization. Notes: 1.

Mandaluyong City government recognizes Magellan Solutions’ community efforts

Magellan Solutions

Through the appreciation plaque, Mandaluyong City recognizes the community efforts made by the company in supporting the government’s initiatives and developmental advocacies towards sustainable progress. The post Mandaluyong City government recognizes Magellan Solutions’ community efforts appeared first on Magellan Solutions. in a commemorative act on Monday, February 15, 2016.

What Should Washington Do About The Public's Lukewarm Attitude Toward Digital Government?

Forrester

Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the federal government. And that's just the latest tranche, piled atop hundreds of millions in digital government spending in recent years. Unfortunately, it looks like federal agencies are more excited about digital government than the public is. Why is public interest in digital government so weak? digital government.

Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index

ForeSee

Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee. Customer Experience Research E-Government

Guerrilla CX For Government

Forrester

Foster Rapid-Fire Experimentation and Learning Read more Categories: Government. Customer Experience GovernmentFederal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don't have the budget, personnel, or authorities they need to win big, decisive battles. That's why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead. Here's how. Make The Best Use Of Available Customer Data. Instead: Aggregate and use the customer data you already have.

Not ready for customer experience governance? Then you’re not ready for CX

Heart of the Customer

I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. We […]. Then you’re not ready for CX appeared first on Heart of the Customer. Culture Customer Experience

Achieving Customer Experience Excellence in Digital Government

ForeSee

Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens. Customer Experience Research E-Government

Break Down Barriers to a Great Customer Experience

CX Journey

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. A governance structure outlines people, roles, and responsibilities associated with your customer experience strategy.

The 7 Deadly Sins of Customer Experience

CX Journey

Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. Because a governance structure outlines people, roles, and responsibilities when it comes to your customer experience strategy. I guess that put me on a 7 Deadly Sins kick. Yes, probably.

ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark

ForeSee

The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee. E-Government Mobile on the Index’s 100-point scale) is down slightly from last.

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government

ForeSee

For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens. Customer Experience Research E-GovernmentPerformance is often measured by what happened in the past.

Doubting Thomas Or Devil's Advocate? CX Does Matter To Government

Forrester's Customer Insights

During a recent discussion of the Age of the Customer and how it applies to government, one of the participants from a government agency essentially asked why they should care. Needless to say I was taken aback - not shocked really, this is the government after all and not traditionally known for accessible or user friendly services. But personally my experiences have never been as bad as the stereotype of government. And, at least the rhetoric of late has certainly embraced, in principle, more customer centricity in government. digital government.

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. She evaluated vision and strategy, program design and metrics, organization and governance, and process and tools. Where should I focus first?"

Are You Flying by the Seat of Your #CX Pants?

CX Journey

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? According to BusinessDictionary.com , governance is the. In a nutshell, governance is about both oversight and execution.

How The Social Security Administration Hit A CX Trifecta With A Mobile App

Forrester

Read more Categories: Government. digital government. e-government. mobile government. Customer Experience Government digital government e-government mobile governmentThe Social Security Administration's (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren't reporting their income often enough. SSA used fundamental customer experience (CX) techniques to solve this difficulty. But how to make it easier?

Federal Agencies Must Focus On Emotion To Create Great Government Customer Experiences

Forrester

Our research shows that the emotions a customer experience elicits influence the quality of the experience more than ease and effectiveness in practically every industry - including government. Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued - or insulted, frustrated, and nervous? Read more Categories: CX Index. Federal CX. Federal Customer Experience. measure CX.

Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience

Heart of the Customer

Outside of some fantastic work by the UK government, I haven’t run across many examples of journey mapping in government. The post Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience appeared first on Heart of the Customer. Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member.

Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens

ForeSee

For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee. E-Government Mobile Multichannel In that time, we’ve seen technology evolve – and with that comes.

Deliver Top Notch Customer Service Even in Highly Regulated Industries

Kate Nasser

Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries. The People Skills Coach™ says yes absolutely. Here's how.

How To Beat The Top Five Excuses For Not Improving Your Government Agency's Customer Experience

Forrester

Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Use this list of comebacks to subdue government CX skeptics the next time they start raving about: Read more. Don't believe these cynics. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too. Customer Experience

New report: E-Gov should be driven by data, not politics

ForeSee

Government Research & CX Data E-Government FXI E-Government report Public SectorIt’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the. The post New report: E-Gov should be driven by data, not politics appeared first on ForeSee.

Federal Government Agencies Need Good Customer Experience Management, Too

Topdown

Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”. In a recent report entitled “ The Public Is Still Skeptical of Federal Digital Customer Experience ,” Forrester’s Rick Parrish notes that, since 2011, the White House has been trying to improve the federal digital customer experience. Customer Experience

Leveraging Contact Center Technology to Help America’s Soldiers While Improving Performance and Saving Money

Avaya

To help government agencies improve the constituent experience while saving millions of dollars each year, our Avaya Government Solutions team is constantly conducting enterprise business analysis, based on Lean Six Sigma principle and a four-step process of discovery, benchmark, scope improvements. Army, U.S. Navy, and U.S.

How Governments Can Improve Everyone’s Customer Experience

Forrester

Government. Acquisition Customer Experience Government ProcurementI spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I've already talked about how federal agencies averaged the lowest score in Forrester's CX Index. In fact, most of the worst performers in any industry were federal agencies and even the top agencies - the US Postal Service and National Park Service, which tied for the top spot - achieved scores far below private-sector leaders like USAA, Amazon, and JetBlue. Procurement.

Going “Back to the Future” with Silos

Verint

What would Marty have found in terms of local government citizen service? Contact Centers Customer Service Customer Experience customer engagement optimization Government Public sector Call Centers Government and Public Sector digital Citizen Services digital disruption customer engagement citizen engagement

We’re Not Happy Until You’re Not Happy

ShepHyken

People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. Or, how about the reputation of the cable TV industry?

Video: Global Governance and Your CX Program

MaritzCX

One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. All regions of the world will be represented, either in-person or via teleconference. View Article

Highlights from the road: ForeSee’s CX Forums

ForeSee

Client Insights Events Case Stories CX Forums E-Government RetailForeSee is passionate about improving the lives of our clients and their customers. Helping companies create great amazing customer experiences is our raison d’etre. And we believe that great experiences. The post Highlights from the road: ForeSee’s CX Forums appeared first on ForeSee.