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Technology transformation is a fundamental pillar for reforming the overall workings of government. CIO insights experience design (XD) government organizational design technology-driven innovation MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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). MORE
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? MORE
Establish these five committees to properly structure and govern a cross-functional CX program. Articles MORE
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 MORE
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 MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 […]. MORE
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. MORE
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. MORE
CX Best Practices CX Strategy Government Research & CX DataNew data from the Verint Experience Index: E-Gov report for January – June 2020 shows that when COVID-19 changed everything earlier this year, people looked to federal agencies for information. MORE
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 MORE
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 MORE
The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government MORE
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 MORE
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 MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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 MORE
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 MORE
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. MORE
Government Related Topics 
Russel Lolacher
MARCH 2, 2021
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.
GetFeedback
MAY 10, 2020
Establish these five committees to properly structure and govern a cross-functional CX program. Articles
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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. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was. View Article
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. 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
Advertiser: ZoomInfo
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.
Forrester's Customer Insights
JANUARY 26, 2021
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).
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Forrester's Customer Insights
SEPTEMBER 29, 2020
Technology transformation is a fundamental pillar for reforming the overall workings of government. CIO insights experience design (XD) government organizational design technology-driven innovation
Forrester's Customer Insights
JUNE 10, 2020
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.
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. All regions of the world will be represented, either in-person or via teleconference. View Article
Forrester's Customer Insights
SEPTEMBER 1, 2020
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.
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.
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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.
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. All regions of the world will be represented, either in-person or via teleconference. View Article. Automotive
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. All regions of the world will be represented, either in-person or via teleconference. View Article
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. 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.
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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.
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.
Magellan Solutions
APRIL 1, 2020
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.
Forrester's Customer Insights
OCTOBER 16, 2020
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
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.
Qualtrics
SEPTEMBER 10, 2020
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.
Bizagi
AUGUST 20, 2019
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.
NICE inContact
APRIL 29, 2019
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.
Customer Bliss
JULY 26, 2018
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
Customer Bliss
JULY 3, 2018
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.
Bizagi
APRIL 14, 2019
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
Bizagi
NOVEMBER 20, 2019
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.
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. Age of the Customer Asia Pacific customer experience customer experience index (CX Index) digital transformation government
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.
Genroe
NOVEMBER 9, 2019
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 […].
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. Presentations Thought Leadership
Up Your Service
JANUARY 3, 2019
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.
Qualtrics
DECEMBER 22, 2020
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?
McorpCX
JANUARY 2, 2020
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.
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. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s. View Article
ForeSee
MARCH 12, 2015
The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government
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. 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.
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