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

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. My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. A fulfilled employee is more engaged at work and with your customers.

Customer Service 80

Customer Service Government Employee Experience Video 80

CX University

MAY 2, 2023

However, getting adult students to engage in their online courses can be a challenge. Here at CX University, we’ve noticed a steady increase in learner online engagement over the last several years. A positive customer experience can help build trust and loyalty, leading to higher levels of engagement.

Engagement 52

Engagement Gamification Course Case Study 52

CSM Magazine

FEBRUARY 8, 2022

Event-led Engagement Platform, Airmeet , raises $35M USD Series B from Prosus Ventures, Sistema, Sequoia Capital India, RingCentral Ventures, and others. Event-led engagement platform Airmeet , today announced that it has raised $35M USD in Series B funding. The working style has dramatically shifted to online over regions.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

Avaya

JUNE 26, 2017

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. There is a need for an omnichannel capability to provide the best customer journey and experience possible.

Government 47

Government Omni-Channel Multi-Channel Contact Center 47

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

InMoment XI

MARCH 5, 2024

Unauthorized access, data breaches, and regulatory compliance issues are significant concerns associated with unstructured data, requiring robust security measures and data governance frameworks to mitigate risks. Overall, there are various pros and cons to the use of unstructured data.

Data 260

Data Customer Experience Social Media Analysis 260

Vonage

OCTOBER 2, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. Customer service excellence has no boundaries.

Customer Service 186

Customer Service Tourism Government Culture 186

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Custom calculations to align analytics to the business. Deeper governance and compliance capabilities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. Customer service excellence has no boundaries.

Customer Service 186

Customer Service Tourism Government Culture 186

Comm100

JANUARY 23, 2023

Treating customers poorly during a downturn may harm your brand when economic times turn bullish. Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

ShepHyken

JUNE 30, 2017

Read Shep’s latest Forbes Article: Kidbox: A Boxful Of New Ideas For Customer Engagement And Personalized Experiences. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Government 90

Government Technology Trends Social Media 90

CSM Magazine

MAY 8, 2023

Establish Data Governance Policies : Establishing guidelines and processes for handling consumer information is crucial. Companies must guarantee the safety and integrity of their customers’ data by creating transparent data governance 3. In conclusion, competent customer data management is critical for corporate success.

Data 52

Data Tips Management Government 52

ECXO

JUNE 11, 2023

The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow. Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy. Customer-centric companies attract and retain top talent.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Verint

JANUARY 26, 2017

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.

Government 20

Government Engagement Consumers Customer Engagement 20

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys.

Chief Customer Officer 52

Chief Customer Officer Contact Center Omni-Channel Innovation 52

MiaRec

FEBRUARY 13, 2023

Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? Here at MiaRec, we serve more than 1,000 companies, financial institutions, and government agencies worldwide, and the confusion is REAL! If so, you are not alone.

Contact Center Software 52

Contact Center Software Contact Center Government Financial 52

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ENGAGE.cx

OCTOBER 13, 2016

This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. Engagement Score Defines VIPs. So, the higher the score, the more engaged the customer.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Custom calculations to align analytics to the business. Deeper governance and compliance capabilities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Custom calculations to align analytics to the business. Deeper governance and compliance capabilities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Comm100

DECEMBER 15, 2021

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . Adopt omnichannel customer engagement . Re)gain trust .

Government 130

Government Engagement Omni-Channel Chatbots 130

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

ClearAction

JANUARY 12, 2022

“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. For customers, the path of least resistance wins.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Comm100

MARCH 18, 2020

While governments try to contain the risk to public health, nearly a quarter of small business owners are already saying that the coronavirus outbreak is negatively impacting them. Focus on online engagement. To respond to this, small businesses must re-align its focus towards online engagement. Virtual Meetings.

Social Media 130

Social Media Travel Government e-support 130

West Monroe

MARCH 14, 2024

Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement. by overhauling its digital customer experience, demonstrating the power of technology to drive efficiency and new revenue streams. Otherwise, what’s the point?

Data 40

Data ROI Banking Financial 40

Comm100

MARCH 18, 2020

While governments try to contain the risk to public health, nearly a quarter of small business owners are already saying that the coronavirus outbreak is negatively impacting them. Focus on online engagement. To respond to this, small businesses must re-align its focus towards online engagement.

Social Media 131

Social Media Travel Government e-support 131

Win the Customer

DECEMBER 13, 2023

Companies Embracing AI Businesses leveraging AI effectively witness increased customer engagement and loyalty. By analyzing vast datasets, AI enables companies to understand consumer behavior, preferences, and patterns, facilitating targeted marketing strategies and product customization.

Customer Experience 69

Customer Experience Innovation Government Chatbots 69

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Improve customer experience by eliminating CX functional boundaries.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

West Monroe

JUNE 28, 2022

Digital engagement programs should solve a specific problem. Palo Alto has defined and established their digital-first program because they want to ensure customers engage with the company through their digital channels as the primary method before contacting an agent or CSM. Data doubt cripples businesses. As Momentive.ai

Innovation 52

Innovation Customer Experience e-support Software 52

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. Business customers care about what your brand stands for. It’s the foundation of a differentiated customer experience and employee experience. For complex B2B solutions, sales cycles can take months.

B2B 122

B2B Brands Innovation Government 122

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

CSM Magazine

MAY 28, 2021

It allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees, and optimize their workforce. PCI Pal is also available for Genesys Engage in both on-prem and cloud variants. About PCI Pal.

Government 52

Government Communication Interaction Customer Engagement 52

Russel Lolacher

JANUARY 25, 2021

This opportunity to engage personally with your audience (the public and industry stakeholders) in a very public and shareable forum, where other members of your audience can see how you respond to inquiries and challenges, helps lay the ground work for that one-on-one relationship but also to the greater audience.

Social Media 119

Social Media Government Fashion Engagement 119

Think Customers

JULY 19, 2021

These changes, while led by private industry, are now expected in government services as well. Many government agencies are being asked to add more digital channels, flexibility and speed to public-facing operations while also maintaining strict levels of security and compliance. How fast is your move toward cloud contact centers?

Self Service 52

Self Service Government Contact Center Return on Investment 52