Behind the Scenes of Government Social Media Customer Care

Russel Lolacher

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies.

Governance Structure: How to Take Your CX Team Cross-Functional

GetFeedback

Establish these five committees to properly structure and govern a cross-functional CX program. Articles

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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. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was. View Article

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. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was. View Article. General

How to Overcome the Pain Points of Your CRM

When used effectively, a CRM can be the life blood of your sales team – keeping everyone organized, efficient, and at peak productivity. However, as a company, sales stack, and database grow, it becomes difficult to uphold structure and governance to keep a CRM up-to-date. The result? Less organization, more confusion, and fewer deals closed. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

AI Drives The Evolution Of Technology And Data Governance

Forrester's Customer Insights

In my recent Forrester webinar I outlined how AI drives the evolution of technology and data governance, and how an increase in customer demand and regulatory activity will necessitate companies to take a closer look at their approach (Forrester clients can access the replay here).

Best Practices For Tech Transformation In Government

Forrester's Customer Insights

Technology transformation is a fundamental pillar for reforming the overall workings of government. CIO insights experience design (XD) government organizational design technology-driven innovation

Data Governance for 2020 and Beyond

Forrester's Customer Insights

Companies have short attention spans when it comes to data governance. To address these expansions, data owners either search for the simple approach or re-educate on data governance 101. big data data insights data security data data culture data governance data ops data strategyEven for organizations with sustained programs, the continuous push and pull of new regulations, projects, or data and analytics investments create constant disruption.

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. All regions of the world will be represented, either in-person or via teleconference. View Article

Let’s Talk About (Government) EX

Forrester's Customer Insights

But although we’ve published reports on government CX, […]. Age of the Customer employee experience government employee experience index EX GovernmentForrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years.

Why Product Leaders Should Care About Community

Speaker: Patrick Carmitchel, VP of Product Management at TSIA

As a product leader, creating amazing products is a singular focus and you are likely considering three major questions: What are the problems? Who are we solving this for? How will we measure results? Join Patrick Carmitchel VP of Product Management at TSIA, as he explores the concept of community-driven roadmaps.

Singapore’s Model AI Governance Framework sets out to help organizations deploy AI responsibly

Forrester's Customer Insights

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.

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. All regions of the world will be represented, either in-person or via teleconference. View Article. Automotive

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. All regions of the world will be represented, either in-person or via teleconference. View Article

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. But, referring back to the Government Business Council Report, many agencies, while believing they’re on par when it comes to customer service, may be in the race, but still aren’t competing with the front runners.

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.

5 predictions for government experience management in 2021

Qualtrics

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 Grants for Small Businesses Amidst Covid-19

Magellan Solutions

This is not only mandatory, but proper safety measures are often necessary to qualify for government grants for small businesses. Secure government support. Governments all over the world are offering assistance for businesses affected by the pandemic. Ask your local authorities for emergency support or government grants for small businesses, and check if you are eligible. The Canadian government provides immediate support for businesses and entrepreneurs.

The Promise (And Perils) Of Customer-Focused Government Technology Transformation

Forrester's Customer Insights

Technology transformation is a fundamental lever to change the working of government overall. Age of the Customer customer experience customer experience management government technology-driven innovation

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.

Accelerating support to protect government sensitive data

Qualtrics

At a time when cloud security protocols are more important than ever, Qualtrics is continually expanding the scope of our security and compliance programs to ensure the highest levels of security are met for government agencies. Find out why hundreds of government organizations use Qualtrics.

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. An auditable, centralized platform makes reporting easier and more intuitive thanks to defined processes; ensuring government employees can avoid inadvertent ethics violations.

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.

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. Customers as Assets Podcast Colorado Governor's Office of Information Technology customer experience customer service CX cx leadership government CX William Chumley

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. The Department of Commerce is Maryland’s state government economic development agency; it makes sure businesses are staying in the state and growing. Greg Derwart is a senior operations executive with over 25 years of professional experience in the private sector, government and nonprofit arenas.

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. Armed with an in-depth knowledge of government regulatory requirements, our highly trained and service-driven team delivers the most efficient compliance-based software solutions. Government & Public Sector Digital Transformation DPA federal government

How Government Agencies Can Follow the White House’s Advice on Digital Transformation ?

Bizagi

Assuming Congress adopts the President’s Budget proposal in December, it will be used “to deliver critical citizen services, keep sensitive data and systems secure, and to further the vision for modern Government.” Partners need to bring to the table unified adaptable platforms that are continually moving forward and enable the government to stick with a single platform for an extended period, avoiding messy migrations and reinvestment when changes occur.

In A Crisis, Customer-Obsessed Government Can Save Lives

Forrester's Customer Insights

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. Age of the Customer Asia Pacific customer experience customer experience index (CX Index) digital transformation government

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.

Best Practice Corporate Governance for Net Promoter Score Success

Genroe

When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will deliver success. The post Best Practice Corporate Governance for Net Promoter Score Success appeared first on Genroe. Best practice experience suggest that three critical groups are needed: Steering Committee and Process Team. In this post we discuss the role of each group and how you can build long term success. NPS Corporate […].

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

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.

Messaging: How governments can turn vaccines into vaccinations

Qualtrics

Governments at all levels face two key imperatives: Manage the complex delivery process AND proactively engage with residents before, during, and after vaccination. How can governments drive adoption through messages that people will hear and act on?

Proper CX Governance: Eating Your Customer Experience Vegetables

McorpCX

Customer Experience customer experience strategy CX leaders measure customer experience Business Strategy Experience Strategy Business Success CX Governance CX Guidelines ForbesHumans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions can fall apart.

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. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s. View Article

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

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. Microsoft general manager of service engagement Bill Patterson recently participated in an interview for a new GovLoop Customer Service Playbook for Government featuring Forrester Research Senior Analyst Rick Parrish, General Services Administration Chief Customer Officer Phaedra Chrousos, and more.