Improving Government CX – The Fundamental Building Blocks for Success

Comm100

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

What’s On Your Customer Experience Governance Checklist? Three Must-Haves

InMoment XI

That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful. Without rules and regulations, your CX governance structure will collapse. Customer Experience Governance

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3 Ways to Make Customer Experience Governance Work for You

InMoment XI

Whether you’re just getting started on your customer experience (CX) initiative or hitting pause to see how things are going, the term “ customer experience governance ” is probably something you hear your team bring up all the time. But which governance style works best for you ?

What are the Benefits of Local Government Chatbots? 

Comm100

The Covid-19 pandemic transformed the way that local governments interact with citizens. For many local governments, this came in the form of customer service chatbots. The improved service from local government chatbots can lead directly to improved customer satisfaction (CSAT).

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. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

4 Reasons Why Live Chat for Government is Critical in 2022

Comm100

In US government, this score languishes at 4.5. For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. Live chat for government helps to alleviate these concerns.

4 Foundational Steps to Improving Service Delivery in Government

Comm100

Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. When improving service delivery in government, efficiency is the first building block.

Let’s Discover The State Of Customer Obsession In Government

Forrester Digital Transformation

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. Most government organizations want to be more customer obsessed.

A Shopping Checklist to Find the Best Live Chat Providers for Government Websites

Comm100

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel.

How to Improve Government-to-Citizen Engagement in 2022

Comm100

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom.

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.

How Government Agencies Can Elevate Citizen Service

Helpware

Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When agencies provide poor service delivery, citizens lose their general trust in the government.

Three steps toward a digital governance framework

Concentrix Catalyst

The post Three steps toward a digital governance framework appeared first on PK. Transform Core Operations Digital Transformation Governance

Why CX Governance Matters

InMoment XI

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

A complete guide to improving customer service in government [with best practices & use cases]

Comm100

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task.

Accelerating outcomes with API governance

PK

They’ve all successfully delivered on the potential of their APIs—in each case, through a robust API governance model. The post Accelerating outcomes with API governance appeared first on PK. Articles Digital Engineering Innovation API API Governance

Why CX Governance Matters

InMoment XI

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

Government Agencies: Stop Sitting On EX Insights

Forrester Digital Transformation

Governments have more employee data but aren’t translating it into insights or action. That was a key finding in our Forrester report, Government Employee Experience In 2021, in which we describe global government employee experience (EX) trends.

Rally Your Information Governance Dream Team To Delete Data Confidently

Forrester Digital Transformation

Data GovernanceOrganizations are often afraid to delete their risky, aging, or duplicate data, in spite of the high stakes created by regulations like GDPR and CPRA.

Accessibility in Customer Service – How Comm100 Live Chat Meets Government Requirements

Comm100

Governments around the world continue to introduce legislation that ensures services are accessible by everyone. In this blog, we’ll be looking at the ways that Comm100 Live Chat meets government requirements for accessibility.

Passenger treatment to be fairer under Government proposals

Helen Dewdney

The Government is proposing changes to the current EU Denied Boarding Regulations (EC261). The Government proposes to change this to allow claims for compensation based on the length of the flight delay and linked to the cost of travel.

Reviews: A Government Consultation

Helen Dewdney

On 20 June 2021 the Government finally published its consumer paper for consultation. See ADR: A Government consultation for my response to the section on Alternative Dispute Resolution and Subscriptions: A Government Consultation for response on subscription traps.

ADR: A Government consultation

Helen Dewdney

On 20 June 2021 the Government finally published its consumer paper for consultation titled Reforming Competition and Consumer Policy. See Reviews: A Government Consultation and Subscriptions: A Government Consultation for response on subscription traps.

Subscriptions: A Government Consultation

Helen Dewdney

On 20 June 2021 the Government finally published its consumer paper for consultation. The Government is looking to put consumers and competition at the heart of the economy. It is titled Reforming Competition and Consumer Policy.

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 strategy

Bringing some new terms to Government CX

Quadient

Bringing some new terms to Government CX. government is looking at customer experience. issued on December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” For a government service, it is the same.

Global Governance and Your CX Program

InMoment XI

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

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.

New E-Gov Index: When Citizens Turn to Government, Does Government Deliver?

ForeSee

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.

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).

How to build better customer experience governance in three steps

MyCustomer

Engagement 3 steps to building better CX governance

Video: Global Governance and Your CX Program

InMoment XI

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

InMoment XI

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 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.

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

Meet Raluca Alexandru, Forrester’s Newest Data Governance And Data Management Analyst

Forrester Digital Transformation

Age of the Customer B2C Marketing Data GovernanceTell Us About Yourself I have a mixed academic background in communication and advertising and environmental studies, yet I somehow always end up being attracted to technology.

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