MaritzCX

SEPTEMBER 21, 2017

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.

Government 141

Government Connections 141

Helen Dewdney

FEBRUARY 27, 2018

The report reveals that Government bodies have not heeded the warnings of an earlier report and that regulators have been complicit in making the situation even worse. The Alternative Dispute Resolution (ADR) system for resolving consumer complaints is broken and in danger of collapse.

Government 94

Government Consumers Report System 94

SuiteCX

MARCH 31, 2015

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.

Government 100

Government Customer Journeys CEM Customer Experience 100

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.

Government 58

Government Customer Experience Comparison Customer Centricity 58

Verint

APRIL 5, 2017

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.

Government 33

Government Report Engagement 33

MaritzCX

MAY 20, 2015

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 130

Government Automotive Video Meeting 130

MaritzCX

MAY 20, 2015

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 130

Government Automotive Meeting 130

Astea

MAY 16, 2018

A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’.

Government 84

Government Industry Meeting Leadership 84

Heart of the Customer

JULY 12, 2016

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.

Government 78

Government Customers Culture 78

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.”

Government 32

Government Measurement Customer Experience Customer Experience Management 32

Verint

JANUARY 26, 2017

Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses.

Government 33

Government Engagement Consumers Customer Engagement 33

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. digital government. e-government.

Government 48

Government Customer Insights Customers 48

Forrester

JUNE 18, 2015

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.

Government 40

Government Call Center Social Media Data 40

Tricia Morris

NOVEMBER 6, 2015

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

Government 62

Government Wireless Social Media Chief Customer Officer 62

ForeSee

JUNE 7, 2016

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

Government 73

Government Report Management 73

ForeSee

MARCH 12, 2015

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

Government 77

Government Customer Experience Customer Experience Professionals Contact Center 77

ShepHyken

JUNE 30, 2017

The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.

Government 79

Government Technology Trends Social Media 79

Avaya

JUNE 26, 2017

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem.

Government 60

Government omnichannel Multi-Channel Social Media 60

ClearAction

MARCH 23, 2015

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).

Government 52

Government Comparison ROI Policies 52

ForeSee

DECEMBER 1, 2015

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.

Government 52

Government Report Customer Experience Customers 52

Forrester

AUGUST 5, 2015

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.

Government 47

Government Report Survey Customer Experience 47

Magellan Solutions

FEBRUARY 15, 2016

Through the appreciation plaque, Mandaluyong City recognizes the community efforts made by the company in supporting the government’s initiatives and developmental advocacies towards sustainable progress.

Government 82

Government Culture Company 82

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? Episode Overview.

Government 96

Government Leadership Roadmap Chief Customer Officer 96

ForeSee

FEBRUARY 19, 2015

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.

Government 56

Government Customer Experience Professionals Report Customer Service 56

Tema Frank

JANUARY 10, 2017

Who hasn’t stood in a lineup trying to access a government service? Trying to access a government service. The government agency he works for has about 5,000 staff, spread over 14 cities, serving 3 major customer groups. The Surprising Truth About Government Service.

Government 40

Government Average Handle Time Call Center Effort Score 40

ForeSee

AUGUST 29, 2017

And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research. The post A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) appeared first on ForeSee.

Government 40

Government Report Data 40

Topdown

MARCH 7, 2016

Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.

Government 71

Government Customer Experience Management Management Report 71

Verint

APRIL 28, 2017

This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Government Public sector Government and Public Sector Citizen Services Technology citizen engagement

Government 30

Government Technology Engagement 30

ForeSee

NOVEMBER 6, 2014

Today’s release of the ForeSee E-Government Satisfaction Index (Q3 2014) marks the 44th consecutive quarter ForeSee has been reporting on citizen satisfaction with government websites. The post Digital Government: Making Customer Experience a Priority appeared first on ForeSee.

Government 52

Government Report Customer Experience Customers 52

iPerceptions

JULY 26, 2017

The era of the customer experience (CX) is well and truly here. Every aspect of your company, from your employees to the products and services you offer, are now key cogs in the CX machine. With the right structure and the right processes, this CX machine can become one of your biggest strengths that sets you apart from your competitors. Customer Experience

Government 63

Government Company Customer Experience Customers 63

ForeSee

MARCH 9, 2016

Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee. Customer Experience Research E-Government

Government 65

Government Measurement Report Customer Experience 65

ForeSee

FEBRUARY 28, 2014

The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee.

Government 52

Government Report 52

MaritzCX

MAY 27, 2015

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.

Government 130

Government Video Company 130

MaritzCX

MAY 27, 2015

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.

Government 130

Government Company 130

CSM Magazine

SEPTEMBER 21, 2016

For the most part, government has no competition. So why then would government care about providing good customer service? ” Notably, though, it does show generally improved scores for government agencies when compared to last year’s survey.

Government 52

Government Customer Experience Transportation Airlines 52

Forrester

MAY 21, 2015

Government. Acquisition Customer Experience Government ProcurementI spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I've already talked about how federal agencies averaged the lowest score in Forrester's CX Index.

Government 43

Government Consumers Industry Interaction 43

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. Needless to say I was taken aback - not shocked really, this is the government after all and not traditionally known for accessible or user friendly services. But personally my experiences have never been as bad as the stereotype of government. With government, citizens do have some recourse.

Government 24

Government Customer Centricity Customer Experience How To 24