Forrester's Customer Insights

JULY 1, 2020

The notion of the customer at the center of government is not a new concept. For centuries, government employees have been identified as “civilian servants of the public” Becoming a politician or government departmental employee was considered a noble act of serving individuals, the community, and the nation.

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Government Customers Customer Experience 60

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.

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Government Measurement Study Customer Experience 26

Forrester's Customer Insights

FEBRUARY 4, 2021

This is the second part of my blog and webinar series on AI governance and risk management. In my previous blog post and webinar, I discussed how AI is driving the need for data and technology governance to evolve and expand its scope to include ethics, accountability and risk management. In this blog accompanying the […].

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Government Data Technology Management 58

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.

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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.

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Government Culture Customer Experience Customers 38

Forrester's Customer Insights

SEPTEMBER 1, 2020

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. But although we’ve published reports on government CX, […].

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Government Employee Experience Study Report 36

Forrester's Customer Insights

JUNE 8, 2023

To be fair, government agencies face particular hurdles to adopt norms of digital culture such as experimentation and adaptability. Everyone wants a digital culture — and everyone has excuses for slow culture change. That’s because it’s difficult to experiment or adapt in cultures where risk aversion and compliance exist by design.

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Government Culture Employee Experience 26

Forrester's Customer Insights

SEPTEMBER 6, 2022

While doing interviews for my report, Centralized API Governance Considered Harmful, one interviewee was surprised that I wanted to discuss governance because many of their clients view it as a curse. I’ve had clients ask for presentations but been warned not to utter the words “API governance.”

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Government Report Management 26

Forrester's Customer Insights

MARCH 3, 2022

Governments have more employee data but aren’t translating it into insights or action. That was a key finding in our Forrester report, Government Employee Experience In 2021, in which we describe global government employee experience (EX) trends.

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Government Employee Experience Trends Survey 26

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

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Customer Journeys Resources Analytics Customer Centricity 307

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).

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Government Customer Experience Customer Expectations Customers 52

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

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Trends Customer Experience Competitive Advantage Customer Insights 208

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 […].

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Government Strategy Management Trends 26

Forrester's Customer Insights

SEPTEMBER 29, 2020

Technology transformation is a fundamental pillar for reforming the overall workings of government.

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Government Technology Innovation 37

Forrester's Customer Insights

FEBRUARY 5, 2024

Organizations are constantly seeking ways to gain a competitive edge by transforming data into actionable insights through analytics. The key to turning data into meaningful and actionable insights across the organization lies in a frequently overlooked area – establishing a […]

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Government Data Analytics Analysis 30

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."

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Government Customer Insights Customers 45

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 — […].

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Government Tips Customer Experience Management Technology 26

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.

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Government Customer Experience How To Report 43

Forrester's Customer Insights

FEBRUARY 6, 2019

If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meet their regulatory requirements. Fast-forward to the age of GDPR and the new privacy mandates coming out of California (CCPA), and […].

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Government Data Financial Meeting 42

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.

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Tips Brands Customer Experience Competitive Advantage 267

CSM Magazine

MARCH 18, 2024

These customers are reliant on organisations to provide clear communications, fair value and relevant support. For firms governed by the Financial Conduct Authority (FCA), this website is an asset. Alongside reducing the risk of harm and complaint handling, actions increase customer loyalty and business reputation.

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Training Government Financial Resources 52

Michelli Experience

SEPTEMBER 4, 2018

For most organizations, we talk about activation as a part of customer experience governance. An effective governance structure, enables non-duplicative, high impact/low expense/low effort ideas to advance quickly, and stewards other initiatives through thoughtful evaluation before deployment.

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Customer Journeys Government Touchpoint Tools 220

Forrester's Customer Insights

SEPTEMBER 21, 2020

The winners of the 2020 Forrester/InfoWorld Enterprise Architecture Awards show the value of a close relationship with the business, a solid vision for enabling digital transformation, and effective governance practices — not to […].

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Government Leadership Technology Innovation 49

Experience Investigators by 360Connext

JULY 6, 2021

A Customer Experience Charter can answer that question. What is a Customer Experience Charter? A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Future-focused strategic initiatives requiring customer journey improvements or changes.

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Effort Score Customer Journeys Net Promoter Score Government 358

Forrester's Customer Insights

FEBRUARY 6, 2019

If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meat their regulatory requirements. Fast forward to the age of GDPR and the new privacy mandates coming out of California (CCPA). […].

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Government Data Financial Management 38

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.

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Government Customers 36

Forrester's Customer Insights

FEBRUARY 18, 2020

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. The full report, The Forrester […].

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Government Report Customer Experience Customers 37

Forrester's Customer Insights

OCTOBER 16, 2020

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

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Government Technology Customer Focused Customers 34

Forrester's Customer Insights

OCTOBER 18, 2018

Data governance is good for you, they said. Data governance de-risks your business, they said. It’s my guess that data governance is not, quite, working for you. Data should be owned by the business, they said. How’s that working for you?

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Government Data Strategy Management 34

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?

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Government Innovation Loyalty Survey 26

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 […].

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Government Groups Software Management 23

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.

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Government Technology Customers 30

ECXO

JUNE 11, 2023

The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. And that is where the most valuable insights lie. Too often KPIs are isolated in silos, and not correlated across departments.

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Customer Experience Customer Centricity Competitive Advantage Government 122

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.

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Customer Experience Effort Score Course Feedback 143

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 […].

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Data Government Meeting Management 49

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.

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Government Customer Centricity Customer Experience How To 28

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.

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Government Marketing Consumers Data 54