CX University

SEPTEMBER 11, 2018

Solving this problem of talent is difficult, but as proven by one government agency, it is possible. As a result, they are rated the best place to work in the federal government. This means they manage to keep 12,588 employees happy. USPTO’s world-renowned Telework Program was not initially an engagement initiative.

Management 209

Management Employee Engagement Government Engagement 209

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government Management ROI Policies 26

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. Against the backdrop of an unprecedented global pandemic, IT departments play crucial roles in ensuring the continuity of services, the uptime of critical infrastructure, and employee engagement. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Tools Employee Experience 34

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

BlueOcean

AUGUST 6, 2020

Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? What percentage of your new hires comes from employee referrals? Technology.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. The above statistics show key areas in which many government agencies have opportunities to improve, as well as lead. A Place to Start.

Government 40

Government Customer Service Self Service Customer Centricity 40

ECXO

MAY 14, 2024

Businesses should strive to be good listeners, responsive to feedback, and proactive in their community engagements. The Future is Human – The Role of Technology in H2H As technology continues to advance, the human element in business becomes even more crucial. Investing in employee well-being and development is crucial.

B2C 52

B2C B2B Leadership Culture 52

West Monroe

JUNE 6, 2024

Key Takeaways Set both a top-down & bottom-up strategy As with any new priority or emerging technology, the first step is to determine your organization’s approach and philosophy for GenAI. How can we foster innovation without losing governance? What risks do we need to consider and mitigate? How can we best protect our data?

How To 40

How To Innovation Government Culture 40

CX Journey

MAY 29, 2018

We covered a lot of territory as we discussed and deconstructed the hype around the latest disruptive technologies, citing real world and practical examples. At the same time, we talked about technology's impact on employee engagement and culture change.

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

ChurnZero

JUNE 18, 2021

Selection is based solely on employee feedback gathered through an anonymous third-party survey administered by research partner Energage, LLC, which measured several aspects of workplace culture, including alignment, execution, and connection. About Energage, LLC Headquartered in Exton, Pa.,

Government 98

Government Touchpoint Employee Engagement Software 98

Qualtrics

MARCH 26, 2019

The good news is you may already have loads of CX-oriented data from technology you’re currently using. But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. Ingredient: Survey Policy.

Government 22

Government Data Policies Guidelines 22

CloudCherry

NOVEMBER 11, 2019

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program.

Leadership 170

Leadership Consulting Video Government 170

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Call Experts

MARCH 18, 2021

Many organizations don’t think about attendance tracking technology until it is too late. Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. Connect your employee directly into your absence tracking and reporting systems via automated phone lines.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Maru Group

FEBRUARY 19, 2020

They want access to more energy-saving technology and renewable sources. As the appetite for energy-saving technology grows, utilities will need to expand their suite of solutions. This is largely due to the wealth of information available through digital technology on consumer values, behaviors, and motivations.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. One of the cornerstones of a remote work option is a strong policy to govern it.

Contact Center 69

Contact Center Management Policies Study 69

Magellan Solutions

MARCH 7, 2021

Our tools give a full view of both customer and employee engagement. Government support. The government has been an integral part of the BPO success in the country. Do you need up-to-date technology and a rich talent base? Even with AI, human agents still manage backend tasks. Social media. TALK TO US!

Omni-Channel 52

Omni-Channel Customer Service Government Call Center 52

Maz Iqbal

DECEMBER 10, 2014

Because usually the shareholders have gotten fat through ‘bad profits’ delivered by their agents (Tops) putting in place strategies-structures-people-practices that collectively take advantage of customers, suppliers, and the employees – extracting surplus rents (to use the term used by economists); 4.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

CSM Magazine

JUNE 14, 2022

Enhanced employee engagement – according to employment giant Michael Page , only 26% of South African employees worked from home before the pandemic but this figure skyrocketed to 79% once lockdowns hit – without diminishing motivation or job satisfaction levels.

Banking 59

Banking Employee Engagement Roadmap Data 59

SurveySparrow

JUNE 30, 2020

It is evident that even employers have taken a liking to this unexpected evolution in work, since, again, 60% of companies report an increase in individual employee productivity. Technology-driven Workspaces: Welcoming Extensive Data Collection. Remote Work Policies: Renewed and Fortified.

Trends 119

Trends Policies Meeting Employee Engagement 119

CX Centric

MARCH 29, 2023

So this is about organizational transformation and governance. He then further goes on to define Employee Engagement as to how positively an employee is occupied or with or committed to the job. As governments got involved and started to do lockdowns. But last year, that power was taken away from them.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

BlueOcean

AUGUST 21, 2019

2. Technology. The site visit will give you a first-hand look at how your potential vendors are leveraging new technologies for themselves and for their clients – and you’ll have a chance to sit down and talk with folks like the CTO face to face to see whether your vision/risk tolerances are aligned. Client Relations.

Contact Center 159

Contact Center Culture Leadership Engagement 159

CSM Magazine

MAY 25, 2023

“For example, CCI Kenya is firmly aligned with the Kenyan Government’s Kenya Vision 2030, which aims to transform this country – with all of its enormous potential – into a safe, forward-thinking middle-income powerhouse by the end of the decade.

Training 52

Training Retail Government Employee Engagement 52

West Monroe

JANUARY 30, 2019

Create a CX Governance. A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. Stay agile with a flexible governance framework. Build a Measurement Framework. Focus on Change Management.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Magellan Solutions

APRIL 10, 2017

This number is expected to still rise as the government targets 100,000 more hires this year. Employee engagement programs. Employee engagement programs such as these combat the industry’s high employee turnover rate. Exposure to the latest technology. New socialization and lifestyle practices.

Call Center 61

Call Center Company Employee Engagement Government 61

Beyond Philosophy

MARCH 2, 2018

Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. as part of the government. They are designed to define the limits of what employers can monitor employees. and in the U.K., What do you think?

Government 101

Government Employee Experience Employee Engagement Social Media 101

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Focusing on employee engagement, culture, and empowerment—particularly in a hybrid work environment —will have both a market and talent-retention impact.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

Russel Lolacher

AUGUST 1, 2022

So the barriers, then, by definition, are anything physical, architectural, technological, attitudinal, or based on information or communications or result of a policy or practice that hinders full and equal participation. The disability isn’t the problem, the barriers, the problem. So then accessibility falls from that.

Government 98

Government Culture Employee Experience Video 98

Maz Iqbal

OCTOBER 9, 2014

Here is Nunwood’s take on the situation (bolding is my work): The financial services sector sees the largest improvement in performance … This is in no small part due to the burning platform created by the government, media and regulators. Not technology! Technology can enable or hinder the customer experience.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Qualtrics

NOVEMBER 13, 2020

Technology is changing the way we interact with the world around us and our expectations of government. As a result, customers have come to expect a similar experience everywhere - not just from companies but also government. Realizing the power of experience in government. We live in a new world.

Data 32

Data Government Feedback System 32

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Maz Iqbal

OCTOBER 10, 2014

Putting in place a progressive customer governance, which unites marketing, operational and HR professionals, is an important consideration … Is that enough? Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence? Because technology plays such a critical part.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Customer Guru

MARCH 1, 2018

Atos itself puts a lot of focus on being customer focused and also in helping our clients improve their customers’ experience with technology and digital thinking. Customer-centric Culture and employee engagement: Are customer-centric values reflected in HR policies, hiring, promotions, rewards and recognition, and training.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94