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Why CX Governance Matters
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 Related Topics 
Why CX Governance Matters
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.
How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation
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.
Improving Customer Experience Management in a State Government Agency
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. How do you transform a bureaucracy that was generations in the making?
Video: Global Governance and Your CX Program
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.
2017: Transforming Government Perspectives
Verint
FEBRUARY 13, 2017
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.'.
Customer Success in the Business-to-Government Sector
Amity
MAY 26, 2017
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
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.
Video: Globalization, Corporate Governance, and The Importance of Language
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.
Video: Globalization, Corporate Governance, and The Importance of Language
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.
Globalization, Corporate Governance, and The Importance of Language
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.
We Hold These Truths: Implementing CX Governance
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.
Governance in Customer Journey Mapping
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.
Improving Digital Engagement with the UK Government
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.
Digital Government: Digitally Enabled, Not Necessarily Digitally Delivered
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.
Guerrilla CX For Government
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 Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller
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
Astea Article in Architecture and Governance Magazine: The End of the ERP?
Astea
MAY 16, 2018
A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’.
Mobile Managers Answer The Call In 51st E-Government Satisfaction Index
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
The US Federal Government Still Ranks Near The Bottom Of Forrester’s Customer Experience Index
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.”
4 Key Pillars Of Customer Experience Governance
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
7 Steps to Successful Government Customer Service
ForeSee
MARCH 12, 2015
The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government
Government and regulators continue to fail on resolving consumer disputes
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.
The Best Omnichannel Solution for Your Government Agency
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.
Customer Experience Governance: Do This, Not That
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).
Mobile Matters for E-Government Digital Success
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.
What Should Washington Do About The Public's Lukewarm Attitude Toward Digital 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.
Mandaluyong City government recognizes Magellan Solutions’ community efforts
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.
Achieving Customer Experience Excellence in Digital Government
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.
A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74
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.
Does The Government Really Care About Your Opinions? - Frank Reactions
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.
Astea Article in Architecture and Governance Magazine: The End of the ERP?
Astea
MAY 16, 2018
A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’.
A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report)
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.
How to get answers from Government & other public bodies
Helen Dewdney
JUNE 8, 2015
Freedom of Information Requests can be made of any public body: government departments, and other public bodies and committees. Laws FOI Freedom of Information Requests Government ICO Public bodiesWhat is the Freedom of Information Act?
Federal Government Agencies Need Good Customer Experience Management, Too
Topdown
MARCH 7, 2016
Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.
Digital Government: Making Customer Experience a Priority
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.
GovTech Recap: What Priorities City and County Government CIOs Have in Common
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
Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index
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
ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark
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.
How Governments Can Improve Everyone’s Customer Experience
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.
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