West Monroe

AUGUST 29, 2023

The focus is warranted: Investment is high, use cases are proliferating, and adoption is advancing before governance can catch up to manage risk. Executives are eager to harness the benefits of this technology — and avoid the pitfalls of implementing it too late. But we see a common trend emerging.

Tools 52

Tools Technology Government Insurance 52

West Monroe

AUGUST 29, 2023

The focus is warranted: Investment is high, use cases are proliferating, and adoption is advancing before governance can catch up to manage risk. Executives are eager to harness the benefits of this technology — and avoid the pitfalls of implementing it too late. But we see a common trend emerging.

Tools 52

Tools Technology Government Insurance 52

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 113

Data Management Effort Score Training 113

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. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer How To Roadmap 111

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

Gainsight

APRIL 4, 2023

Technology can be a force multiplier when it comes to helping people and businesses perform at higher levels. However, whether you’re adding capabilities or eliminating extra steps in a process, technology always brings about some sort of change. Leadership was sensitive to the tactical and emotional impact of the change.

Management 52

Management Leadership Customer Centricity eBook 52

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. Further, into his presentation, Jonathan explains what really entails customer-centric alignment.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

ShepHyken

MARCH 18, 2024

Facing technology waves of very high speed and exceptional changes in buyers’ needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes. This article takes a look at the advantages that AI and other emerging technologies are giving us.

Customer Service 79

Customer Service Government Employee Experience Video 79

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

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

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

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

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

West Monroe

APRIL 3, 2023

Faced with ambitious decarbonization goals, accelerating electrification efforts, new regulatory requirements, and critical cybersecurity risks, industry leaders are looking to large, transformational technology deployments to adapt to new challenges and position themselves for the future.

Management 52

Management Government System Technology 52

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

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

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.

Industry 40

Industry Government Leadership Healthcare 40

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

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

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

BlueOcean

JANUARY 20, 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? and outline approach to new hire training.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

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

Clarivate

SEPTEMBER 7, 2023

This condenses and compares the research and innovation capabilities of the G20 economies* which are renowned for their significant investments in education, research and technology. United States’ research impact conundrum : Despite being a research giant, the U.S. has witnessed declines in CNCI and Collaborative CNCI over the past decade.

Government 116

Government Trends Innovation Comparison 116

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Employee Engagement Culture 93

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 40

Management Effort Score Competitive Advantage Government 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 83

Customer Experience Management Culture Customer Centricity 83

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

Clarivate

APRIL 9, 2019

CFN Customer, Starkey Hearing Technologies, has been recognized as a leader in the manufacturing industry by the National Association of Manufacturers because of their operational excellence. . Now they could measure and manage this at-risk revenue.

Customer Journeys 45

Customer Journeys Technology Leadership Touchpoint 45

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 50

Government Software Leadership Trends 50

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 52

Culture Connections Contact Center Leadership 52

Brad Cleveland Blog

AUGUST 16, 2017

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize.

Leadership 21

Leadership Technology Government Call Center 21

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them. The most pressing question they face?

Banking 52

Banking Technology Marketing Roadmap 52

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 48

Government Customer Experience Customer Journeys ROI 48

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Government 125

Government Training Data Policies 125

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

Brad Cleveland Blog

AUGUST 16, 2017

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize.

Leadership 20

Leadership Technology Government Call Center 20