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.

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.

Does The Government Really Care About Your Opinions? - Frank Reactions

Tema Frank

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.

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.

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 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.

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. How do you transform a bureaucracy that was generations in the making?

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.

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.

Customer Experience Governance: Do This, Not That

ClearAction

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).

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.

The Future of Vendor Risk Assessments for Data Security and Governance: A Zero Trust Approach

QuestionPro Audience

Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional.

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.

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. Government agencies should focus on harnessing knowledge and unifying it in one place/on one platform to deliver consistent, easily accessible information. “A

2017: Transforming Government Perspectives

Verint

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

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.

Video: 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.

Video: 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.

Think the Government Doesn’t Care About Your Opinions? Wrong! - Frank Reactions

Tema Frank

I think it is great that our government wants to engage with the community and holds consultation meetings before making major decisions, I really do. List the engagement panel’s sign-up URL on every government communication. Are Community Engagement Panels the Way of the Future?

Transform Government From the Outside In

Verint

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.

We Hold These Truths: Implementing CX Governance

Heart of the Customer

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

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.

The Best Omnichannel Solution for Your Government Agency

Avaya

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.

Improving Digital Engagement with the UK Government

Verint

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

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.

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

How to get answers from Government & other public bodies

Helen Dewdney

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?

Data Strategy and Insights Forum: Data Governance Goes Ambient with a Digital Strategy

Forrester's Customer Insights

Data governance is good for you, they said. Data governance de-risks your business, they said. It’s my guess that data governance is not, quite, working for you. data governance data management data strategy Forrester events

Mobile Managers Answer The Call In 51st E-Government Satisfaction Index

ForeSee

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

4 Key Pillars Of Customer Experience Governance

iPerceptions

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

Achieving Customer Experience Excellence in Digital Government

ForeSee

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.

Mobile Matters for E-Government Digital Success

ForeSee

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.

Mandaluyong City government recognizes Magellan Solutions’ community efforts

Magellan Solutions

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.

Digital Government: Digitally Enabled, Not Necessarily Digitally Delivered

Forrester's Customer Insights

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 and regulators continue to fail on resolving consumer disputes

Helen Dewdney

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.

Astea Article in Architecture and Governance Magazine: The End of the ERP?

Astea

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

A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74

Customer Bliss

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

How Governments Can Improve Everyone’s Customer Experience

Forrester

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.

Federal Government Agencies Need Good Customer Experience Management, Too

Topdown

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

A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) 

ForeSee

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.

Digital Government: Making Customer Experience a Priority

ForeSee

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.

Not ready for customer experience governance? Then you’re not ready for CX

Heart of the Customer

I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey.

Astea Article in Architecture and Governance Magazine: The End of the ERP?

Astea

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