CX Accelerator
NOVEMBER 11, 2022
Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience. 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. The 8 skills required by any CX team are: Strategy.
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.
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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. Tapping into Customer Personas. One of the guiding principles, in fact, states that “culture + governance = execution.”.
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. of podcasts worldwide.
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.
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.
Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.
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