Why CX Governance Matters

MaritzCX

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

Why CX Governance Matters

MaritzCX

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

Ethics in Government: How to Meet Compliance with Automation

Bizagi

Federal law requires that each US Government agency coordinate and implement an ethics program. To reduce risk, ensure compliance and increase efficiency for both employees and ethics offices, government agencies are seeking out ways to meet the challenges that ethics management presents.

Global Governance and Your CX Program

MaritzCX

One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

eGain AI clients understand and answer One of the largest government organizations in the UK uses. optimization, and ongoing governance. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

Video: Global Governance and Your CX Program

MaritzCX

One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program.

Government Customer Service: Lead the Campaign to Improve Public Perception

Tricia Morris

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.

How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation

Customer Bliss

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division.

Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations?

NICE inContact

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. The post Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations? Aging contact center technology can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible.

Improving Customer Experience Management in a State Government Agency

Customer Bliss

We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies. How do you transform a bureaucracy that was generations in the making?

How Government Can Stop Wasting Money on Software They Don’t Use

Bizagi

This is really hurting government IT as they are wasting money on up-keep rather than investing in emerging intelligent technologies, such as RPA and AI, which could be hugely beneficial to the government. Government & Public Sector Digital Transformation DPA federal government

The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire. She told the House of Commons that “consumer safety is a priority for the Government”.

Customer Experience Governance: Do This, Not That

ClearAction

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).

Globalization, Corporate Governance, and The Importance of Language

MaritzCX

Today we finish up our series on globalization and what it means for your CX program. See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work.

7 Steps to Successful Government Customer Service

ForeSee

The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government

Data Governance Takes A Turn — And It’s A Doozy

Forrester's Customer Insights

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.

Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Tricia Morris

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. Government agencies should focus on harnessing knowledge and unifying it in one place/on one platform to deliver consistent, easily accessible information. “A

Making Melbourne a Better City by Connecting People with “The Government You Can Touch”

Up Your Service

Australia has three levels of government; federal, state, and local. But local is “the government you can touch”, where people in the city and around the world explore and consume the widest range of government services. Melbourne is using technology to connect with all these people and wants to get them involved to make government services even better. Ron Kaufman with Colin Fairweather and Daniela Mazzone at Dreamforce.

Guerrilla CX For Government

Forrester

Foster Rapid-Fire Experimentation and Learning Read more Categories: Government. Customer Experience GovernmentFederal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don't have the budget, personnel, or authorities they need to win big, decisive battles. That's why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead.

What CX Should Mean For Government Leaders

Forrester's Customer Insights

To succeed in today’s federal government, leaders need to view the world by how their decisions impact the experience of the people and organizations they touch daily.

The Future of Vendor Risk Assessments for Data Security and Governance: A Zero Trust Approach

QuestionPro Audience

Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional.

2017: Transforming Government Perspectives

Verint

Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'.

Mobile Managers Answer The Call In 51st E-Government Satisfaction Index

ForeSee

Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. E-Government Government

Goodbye Smart, Hello Insights-Driven: Insights-Driven Cities Deliver Effective Governance

Forrester's Customer Insights

age of the customer data economy Government insights-driven organization smart citiesI’ve always struggled with the term “smart city.” The word “smart” can mean a million different things.

Achieving Customer Experience Excellence in Digital Government

ForeSee

The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee.

Video: Globalization, Corporate Governance, and The Importance of Language

MaritzCX

Today we finish up our series on globalization and what it means for your CX program. See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work.

Video: Globalization, Corporate Governance, and The Importance of Language

MaritzCX

Today we finish up our series on globalization and what it means for your CX program. See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work.

Mobile Matters for E-Government Digital Success

ForeSee

As a government department, agency or program, your goal is to serve citizens– efficiently, cost-effectively and using their preferred channels. The release of The ForeSee E-Government Satisfaction Index (Q3 2015) highlights mobile, increasingly the medium of choice for many people.

Governance in Customer Journey Mapping

SuiteCX

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Presentations Thought Leadership

Customer Success in the Business-to-Government Sector

Amity

There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G. What Is the Business-to-Government Sector? Future Government Contracts.

Transform Government From the Outside In

Verint

A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with their online services.

5 ways to build better government with citizen feedback

Qualtrics

You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Government officials use the feedback to help make decisions.

Data Governance Takes A Turn – and Its a Doozy

Forrester's Customer Insights

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. artificial intelligence (AI) big data data governance data management digital business digital disruption digital intelligence machine learning ambient data governance CCPA data ops data stewardship GDPR regulatory compliance

We Hold These Truths: Implementing CX Governance

Heart of the Customer

The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer. As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon.

Governance in Customer Journey Mapping

SuiteCX

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015. Governance is focused on enhanced data, process innovation and new customer metrics. Click here to view SlideShare.

What Should Washington Do About The Public's Lukewarm Attitude Toward Digital Government?

Forrester

Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the federal government. And that's just the latest tranche, piled atop hundreds of millions in digital government spending in recent years. Why is public interest in digital government so weak? digital government.

Three Lessons Learned in Data Governance at DOTs

North Highland

One of the key topics discussed was data governance, particularly for Departments of Transportation. Three key trends we are seeing in data governance include: Just like in the private sector, DOTs are recognizing the need to establish a Chief Data Office and/or hire a Chief Data Officer. These new roles/organizations help advance data strategy, policy, governance, and architecture. Utilizing other strategic initiatives to drive the adoption of data governance.