Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Episode Overview.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Strategy 49

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Hopefully, you’ve built a team of cross-functional, diverse leadership.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Data 110

Data Management Effort Score Training 110

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can followers become leaders in that case?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division. CX #CustExp Click To Tweet. About William Chumley.

Government 111

Government Chief Customer Officer How To Roadmap 111

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity eBook 52

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government System e-support Social Media 40

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Develop a governance structure.

CEM 164

CEM Management Government Culture 164

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.

Customer Journeys 100

Customer Journeys Government CEM Strategy 100

North Highland

FEBRUARY 6, 2019

One of the key topics discussed was data governance, particularly for Departments of Transportation. Three key trends we are seeing in data governance include: Just like in the private sector, DOTs are recognizing the need to establish a Chief Data Office and/or hire a Chief Data Officer. People are the key to data governance.

Government 49

Government Data Transportation Policies 49

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Clarivate

MARCH 20, 2024

government commitment to research excellence The summit commenced with an address from Andrew Griffith MP, Minister of State for Science, Research & Innovation. government’s dedication to fostering a vibrant research ecosystem. Griffith emphasized the U.K.

Government 64

Government Financial Policies Social Media 64

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. Study after study demonstrates how most managers fail. There are more management and leadership books, training, and coaches than ever before.

Leadership 56

Leadership e-support Government Study 56

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Industry 40

Industry Government Leadership Healthcare 40

CX Journey

JUNE 17, 2019

In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) There needs to be leadership from the top, but a grassroots groundswell is also required for the transformation effort not to stall.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

ShepHyken

MARCH 18, 2024

While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. The Budget funds the expertise and tools necessary to ensure excellent service delivery and customer experience across the Federal government.

Customer Service 80

Customer Service Government Employee Experience Video 80

Qualtrics

MARCH 16, 2020

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus. Asking promotes empathy. Provide Timely Information.

Government 52

Government Connections Call Center Resources 52

CX Journey

AUGUST 26, 2014

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. It got me thinking about whether I captured all of these steps in a post on change management I wrote last month for Intradiem.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Vonage

SEPTEMBER 15, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Here are the top CX tips we have learned along the way: 1.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Alliance by IFS

MAY 16, 2018

A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’. ” In many organizations, the IT department heavily influences all enterprise-level apps that are selected, including service management software. Astea Chief Operating Officer David F. Astea Chief Operating Officer David F.

Government 72

Government Software Leadership Trends 72

Customer Bliss

JUNE 27, 2017

She started out as store manager for Waitrose, moved into Retail consultancy with Deloitte and then into digital retail with M&S.com. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). ” or “How does it affect what I do? These all fit together.

Retail 0

Retail Leadership Customer Experience Video 0

Qualtrics

SEPTEMBER 10, 2020

At a time when cloud security protocols are more important than ever, Qualtrics is continually expanding the scope of our security and compliance programs to ensure the highest levels of security are met for government agencies. To learn more about how Qualtrics is supporting government entities, please visit our website. Request Demo.

Government 26

Government Data Policies Leadership 26

Calabrio

OCTOBER 20, 2020

Being a cloud-first company in a modern workforce management system allows us to quickly adjust our own transition and adjust our product functionality to further meet the needs of our customers. Leadership guided employees into this new norm, and our customer support and development continued to serve our customers.

Company 207

Company Self Service Government Contact Center 207

ECXO

JUNE 11, 2023

On the same day I happened to read this, I came across a post on Facebook going viral about the horrible in store experience of a customer of this company, made even worse by the switched off behavior of the shop assistants and their manager. It leads to improved risk management and brand reputation.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Enalyzer

MAY 13, 2020

We have developed a pulse survey solution that helps HR, IT, Operations, and Leadership teams address each employee’s unique needs and concerns to make a safe and positive transition back. In other words, you need to determine when and how you can call back the troops.

Government 98

Government Survey Leadership Consulting 98

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 52

Management Effort Score Competitive Advantage Government 52

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 52

Management Effort Score Competitive Advantage Government 52

West Monroe

APRIL 3, 2023

Among the most common technology platforms being deployed or enhanced are: Advanced Distribution Management Systems (ADMS); Distributed Energy Resource Management Systems (DERMS); Customer Information Systems (CIS); Enterprise Asset Management Systems (EAM); and Geographic Information Systems (GIS).

Management 52

Management Government System Technology 52

Forrester's Customer Insights

JULY 29, 2022

Recently released Office of Management and Budget (OMB) memo M-22-16 outlines, and further aligns, Federal Civilian Executive Branch (FCEB) agencies’ FY2024 budgetary considerations for cross-agency cybersecurity investments.

Government 26

Government Leadership Management Trends 26

Clarivate

SEPTEMBER 7, 2023

It serves as an indispensable resource for professionals across academia, government and industry – individuals who need to understand shifting global research trends to inform strategic planning, investment and decision-making. United States’ research impact conundrum : Despite being a research giant, the U.S.

Government 116

Government Trends Innovation Comparison 116

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. This is the heart of experience management!

Metrics 62

Metrics Management Effort Score ROI 62

Forrester's Customer Insights

SEPTEMBER 21, 2020

In the Forrester/InfoWorld Enterprise Architecture Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact.

Government 49

Government Leadership Technology Innovation 49

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BlueOcean

OCTOBER 23, 2023

Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) Who on your management team reviews client reports on a regular basis? Project Management Who will you be interfacing with once you’ve partnered up with an outsourcer?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway? Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48