Michelli Experience

SEPTEMBER 4, 2018

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? your CX foundations. Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

CSM Magazine

MARCH 18, 2024

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable.

Training 52

Training Government Financial Resources 52

Forrester's Customer Insights

MAY 31, 2022

In 2021, Forrester ran a pilot study of Australian adults to measure how people’s trust in government drives critical behaviours. We found that Australians have moderate trust in the institution of government. On average, only 28% of Australians trust the federal government.

Government 26

Government Measurement Study Customer Experience 26

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Forrester's Customer Insights

JULY 12, 2023

Forrester data shows less than 10% of enterprises are advanced in their insights-driven capabilities. Data governance. The reason? Learn why.

Government 26

Government Data Analytics Strategy 26

Forrester's Customer Insights

JUNE 22, 2021

We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture.

Government 39

Government Culture Customer Experience Customers 39

Forrester's Customer Insights

SEPTEMBER 1, 2020

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively.

Government 36

Government Employee Experience Study Report 36

Forrester's Customer Insights

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Government 52

Government Customer Experience Customer Expectations Customers 52

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Forrester's Customer Insights

JANUARY 29, 2019

CX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success.

Government 44

Government Customer Experience How To Report 44

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? The charter, however, is not a magical document.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Forrester's Customer Insights

FEBRUARY 1, 2022

Hot on the heels of Forrester’s release of our definition of modern Zero Trust, the US Office of Management and Budget (OMB) released a memo entitled Moving the US Government toward Zero Trust Cybersecurity Principles. What a time to be alive! Coincidence? A Big Deal? If executed as mandated, not only will […].

Government 26

Government Strategy Management Trends 26

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. governance. customer insight.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Forrester's Customer Insights

OCTOBER 16, 2020

Technology transformation is a fundamental lever to change the working of government overall.

Government 35

Government Technology Customer Focused Customers 35

Forrester's Customer Insights

OCTOBER 4, 2016

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."

Government 46

Government Customer Insights Customers 46

Forrester's Customer Insights

SEPTEMBER 19, 2022

When we set out to do a Digital Experience Review™ of US and Canada government websites, my colleagues and I started by checking to see which sites were most heavily used and how they’re accessed. I can’t rightly say when the balance tipped in favor of mobile access over desktop, but we’re here now — […].

Government 26

Government Tips Customer Experience Management Technology 26

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Maru Group

NOVEMBER 2, 2018

Customer experience is vital as expectations of businesses rise. With consumers set to spend less on non-essential items, businesses need to offer a compelling offer to convince customers to part with their cash. It means that a brand’s customer experience has never been more important. Voice of the Customer.

Customer Experience 149

Customer Experience ROI Travel Fashion 149

Forrester's Customer Insights

FEBRUARY 18, 2020

Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. Our new report reveals how well they perform on 27 proven criteria and what they — and government organizations everywhere — can do to improve.

Government 38

Government Report Customer Experience Customers 38

Vonage

OCTOBER 2, 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 133

Tips Brands Customer Experience Competitive Advantage 133

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees). Now, this old model is showing its age in many industries!

Customer Experience 246

Customer Experience How To Culture Groups 246

Forrester's Customer Insights

MAY 13, 2020

Several weeks ago, myself and my colleague, Renee Murphy, hosted a complimentary webinar for those in local, state, and federal government responsible for planning their agency’s return to work protocols. We had hundreds attend the webinar and they asked dozens of questions before, during, and after the webinar.

Government 36

Government Customers 36

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Forrester's Customer Insights

JANUARY 9, 2020

CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? Sadly, Forrester survey data shows that the quality of most agencies’ customer experience (CX) is mostly weak and uneven overall. And deepen your employee loyalty?

Government 26

Government Innovation Loyalty Survey 26

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently had the pleasure of congratulating Chris Fechner on his appointment as the new Queensland Government Chief Customer and Digital Officer, a position announced by the Minister for Digital Technology Mick de Brenni late last year.

Government 31

Government Technology Customers 31

CSM Magazine

OCTOBER 28, 2021

Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders from CVS Health, Comcast, Nissan NA & Bloomfire! Customer experience has surpassed both price and product as a key brand differentiator.

Customer Centricity 52

Customer Centricity Culture Ecommerce Government 52

Forrester's Customer Insights

NOVEMBER 11, 2019

In my early research on Agile procurement in government (and Agile procurement in general), almost all of those conversations quickly devolved into what groups were doing Agile software development. But digital government is much broader […].

Government 24

Government Groups Software Management 24

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

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Forrester's Customer Insights

MAY 31, 2018

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven.

Government 30

Government Customer Experience Customers Measurement 30

Forrester's Customer Insights

FEBRUARY 17, 2024

This is obvious enough in industries where technology is fundamentally changing the customer experience. But even in something like paint manufacturing or government agencies, technology is critical – though critical in a different way than verticals experiencing significant tech disruption.

Government 58

Government Technology Industry Customer Experience 58

Forrester's Customer Insights

MAY 27, 2016

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. The argument was "If I'm providing passport services why does customer experience matter to me? With government, citizens do have some recourse.

Government 28

Government Customer Centricity Customer Experience How To 28

Forrester's Customer Insights

SEPTEMBER 1, 2022

Even though I was born in a small town in the northern part of India, I have spent most of my life in the glorious city of Mumbai where I earned my degree in mechanical engineering. Dancing on the high beats of Bollywood music rejuvenates me! I moved to the United States […].

Data 49

Data Government Meeting Management 49

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Customer insights leading to employee empowerment.

Marketing 81

Marketing Touchpoint Government CRM 81

Forrester's Customer Insights

MARCH 18, 2024

The core argument made by US lawmakers centers around US user data making its way into the hands of the Chinese government. New legislation just passed in the US House of Representatives signals that TikTok regulation is coming. There’s another issue at hand, however: TikTok’s influence over young US voters.

Government 54

Government Marketing Consumers Data 54

Bob Hayes

OCTOBER 23, 2017

We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68