Why CX Governance Matters


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.

Global Governance and Your CX Program


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.

Trending Sources

2017: Transforming Government Perspectives


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.'.

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 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.

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.

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.

Transform Government From the Outside In


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.

Customer Experience Governance: Do This, Not That


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


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

Improving Digital Engagement with the UK Government


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

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

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.

Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index


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

Guerrilla CX For Government


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.

What Should Washington Do About The Public's Lukewarm Attitude Toward Digital Government?


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.

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.

Uber’s Uber Breach: A Stunning Failure In Corporate Governance And Culture

Forrester's Customer Insights

When a breach is announced most security & risk pros are not too surprised. Yet Uber found a way to make the industry raise our collective eyebrows when it was discovered that Uber not only suffered a breach in late 2016 and failed to notify affected parties, but leadership appeared to take things a step further by engaging in a conspiracy to conceal the event by paying hush money to the hackers/extortionists and hiding it from the General Counsel […]. data security

Customer Success in the Business-to-Government Sector


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.

Another serious player entering the Data Governance 2.0 market

Forrester's Customer Insights

erwin, the very well known data modeling vendor separated from CA in 2016, is announcing a data governance module in addition to their existing suite of Data modeling, Enterprise Architecture and Business Process modeling The first release of the data governance is benefiting of the strong metadata repository acquired from Corso and is delivering business […].

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.

4 Key Pillars Of Customer Experience Governance


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

GovTech Recap: What Priorities City and County Government CIOs Have in Common


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

Guest Blog: Technology Trends That Will Govern the CX Landscape


The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.

Achieving Customer Experience Excellence in Digital Government


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.

Data Engineers Will Be More Important Than Data Scientists

Forrester's Customer Insights

big data data management data quality & data governance analytics chief data officer data development data engineer data governance data lake data scientistDoes it seem like the ability to find, hire and retain data scientists is a losing battle? Is spending $500K+ per year for a Data Scientist worth it? What is a data scientist anyway? Those a real questions and are the markers that how you are supporting your insight strategies might be at odds with […].

Data 23

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


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.

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government


For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens.

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.

ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark


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.

The 7 Deadly Sins of Customer Experience

CX Journey

Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership

The Four New Rules of Business

Forrester's Customer Insights

chief information officer (CIO) chief marketing officer (CMO) digital disruption digital transformation ebusiness strategy product portfolio strategies strategy & strategic planning strategy planning & governance digital digital business digital strategyEvery business is different.

Break Down Barriers to a Great Customer Experience

CX Journey

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment.

Progress At The White House: A TBM In Every Pot

Forrester's Customer Insights

age of the customer application modernization balanced scorecard business & IT alignment business technology (BT) chief information officer (CIO) digital transformation financial management government infrastructure & operations IT governance IT management software IT MOOSE IT spending forecasts key performance indicators (KPIs) technology thought leadershipI was fortunate to participate in a historic morning gathering last week at the White House!

Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens


For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee.

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery.

Derisking the AI Worker

Forrester's Customer Insights

advanced analytics artificial intelligence (AI) big data machine learning AI AI governance AI training artificial intelligence ML robots

Are You Flying by the Seat of Your #CX Pants?

CX Journey

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place?

Federal Agencies Must Focus On Emotion To Create Great Government Customer Experiences


Our research shows that the emotions a customer experience elicits influence the quality of the experience more than ease and effectiveness in practically every industry - including government. Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued - or insulted, frustrated, and nervous?

How The Social Security Administration Hit A CX Trifecta With A Mobile App


Read more Categories: Government. digital government. e-government. mobile government. Customer Experience Government digital government e-government mobile governmentThe Social Security Administration's (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren't reporting their income often enough.