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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.
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.
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.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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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.
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.
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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.
Government Customer Service: Lead the Campaign to Improve Public Perception
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.
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?
Making Melbourne a Better City by Connecting People with “The Government You Can Touch”
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.
Data Governance Takes A Turn — And It’s A Doozy
Forrester's Customer Insights
FEBRUARY 6, 2019
If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meet their regulatory requirements.
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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. Presentations Thought Leadership
Data Governance Takes A Turn – and Its a Doozy
Forrester's Customer Insights
FEBRUARY 6, 2019
If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meat their regulatory requirements. artificial intelligence (AI) big data data governance data management digital business digital disruption digital intelligence machine learning ambient data governance CCPA data ops data stewardship GDPR regulatory compliance
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).
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.
Three Lessons Learned in Data Governance at DOTs
North Highland
FEBRUARY 6, 2019
One of the key topics discussed was data governance, particularly for Departments of Transportation. Three key trends we are seeing in data governance include: Just like in the private sector, DOTs are recognizing the need to establish a Chief Data Office and/or hire a Chief Data Officer. These new roles/organizations help advance data strategy, policy, governance, and architecture. Utilizing other strategic initiatives to drive the adoption of data governance.
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.
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.
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
The Future of Vendor Risk Assessments for Data Security and Governance: A Zero Trust Approach
QuestionPro Audience
AUGUST 15, 2017
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.
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.'.
Why And How To Improve The Government Customer Experience
Forrester's Customer Insights
JANUARY 29, 2019
CX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success.
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.
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.
Think the Government Doesn’t Care About Your Opinions? Wrong! - Frank Reactions
Tema Frank
NOVEMBER 21, 2017
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
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.
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.
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.
Enterprise HHS Made Real: 7 Steps to Data Governance for Meaningful Outcomes (Part Two)
North Highland
JANUARY 24, 2019
In this blog, we look at the ways that proper analysis of shared data from multiple sources and successful data governance can inform successful program delivery through meaningful insights. Creating a Functional Governance Structure to Share Data.
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
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.
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.
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?
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
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