Russel Lolacher

MARCH 2, 2021

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 strategy is about putting the customer first. Our customers are comparing us to the last great customer experience they had, not other government agencies.

Social Media 52

Social Media Government Customer Care Transportation 52

West Monroe

APRIL 22, 2024

Both share common ground in their evolution, focusing on key facets such as balancing global vs. regional strategies, strategic resourcing, and investment in value creation initiatives. Once the to-be is drafted and socialized, we recommend leadership also develop a robust technology roadmap to guide the transition to target state.

Government 52

Government Sports Resources Leadership 52

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. 3 Steps to Initiating A CX Communication Strategy. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division.

Government 111

Government Chief Customer Officer How To Roadmap 111

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. Jonathan presents two forms of alignment which is the functional integration and the strategic fit: Functional Integration It highlights the need for CX as a function, to align with the overall business strategy and operation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. Embedding gratitude in your business strategy for employee experience will benefit your organization on every level, every day. These employee experience strategy elements shape Ease of Work. What are the consequences of dropping the ball?

Employee Experience 71

Employee Experience Strategy Exercises Government 71

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? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Episode Overview.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

InMoment XI

AUGUST 25, 2023

The team designing your CX program plays a pivotal role here, as crafting a strategy that is neither too ambitious to execute nor too modest to make an impact. You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership.

How To 260

How To ROI Net Promoter Score Measurement 260

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.

Customer Journeys 100

Customer Journeys Government CEM Strategy 100

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can followers become leaders in that case?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. People are the key to data governance.

Government 49

Government Data Transportation Policies 49

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. The NIST 2.0

Industry 40

Industry Government Leadership Healthcare 40

Clarivate

SEPTEMBER 7, 2023

It serves as an indispensable resource for professionals across academia, government and industry – individuals who need to understand shifting global research trends to inform strategic planning, investment and decision-making. signifies a shift in research dissemination and partnership strategies.

Government 116

Government Trends Innovation Comparison 116

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government.

Customer Service 80

Customer Service Government Employee Experience Video 80

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Brad Cleveland Blog

DECEMBER 16, 2022

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective customer access strategy has 10 components.

Strategy 44

Strategy Airlines Government Customers 44

ijgolding

MAY 6, 2020

The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. governance. The CX Crossword puzzle – a game they prepared for the strategy ‘part’ of the framework. customer insight. measurement.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

BlueOcean

OCTOBER 23, 2023

What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees? Outline your attraction and recruitment strategies, processes, and success measurements, including results for hiring for the past 12 months. Define your mission statement and company values.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Experience Investigators by 360Connext

AUGUST 22, 2023

Create a strategy to gather ratings, scores, and regular feedback from customers. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. Customer Experience (CX) Foundations | LinkedIn Learning Gain a sound basis of knowledge to further your customer experience strategies and skills.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Forrester's Customer Insights

SEPTEMBER 21, 2020

In the Forrester/InfoWorld Enterprise Architecture Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact.

Government 49

Government Leadership Technology Innovation 49

Daniel Group

MAY 25, 2023

Welcome to CX Success Strategies | June 2023 Have you given your team clear directions for CX? Governance is typically the word used to define the essential work that senior managers must do to ensure CX success. Governance provides clear direction for CX by: Setting a clear future outcome(s).

Government 52

Government Culture Touchpoint Customer Centricity 52

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

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). Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. While leading this customer experience work for Linde Italy, Antonio developed a 6-pillar framework to start implementing the program. Get a Real-Time View of Customer Chats and E-mails.

B2B 107

B2B Industry Leadership Conference 107

ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Enabling leadership to view customers as critical assets, that have significant influence on revenue and profit, is super important. That is not always the case.

Leadership 52

Leadership Metrics Exercises Government 52

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government B2B 175

Customer Bliss

SEPTEMBER 27, 2018

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Strategy – what is the strategy to climb the hill? What are you looking to climb?

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Maz Iqbal

NOVEMBER 24, 2014

Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie, and then selects the most promising opportunity? Is There More To Strategy Than Table Selection? Is this all there is to the game of strategy making?

Strategy 59

Strategy Exercises Leadership Government 59

West Monroe

JANUARY 24, 2023

To strike the right balance, we propose three digital-first strategies: Foster an environment that supports sustainable innovation Last year proved to be a course-correction for an industry that counts innovation as a core value: tech. Layoffs abounded for Big Tech and startups alike, with more than 159,000 tech workers total let go in 2022.

Strategy 52

Strategy Innovation e-support Healthcare 52

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. This information is used to make data-driven decisions.

Contact Center 52

Contact Center CRM Measurement Strategy 52

AWS Machine Learning

JANUARY 26, 2024

This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs. Consider your security posture, governance, and operational excellence when assessing overall readiness to develop generative AI with LLMs and your organizational resiliency to any potential impacts.

Government 122

Government Training Data Policies 122

CSM Magazine

NOVEMBER 2, 2023

Prior to this she held leadership roles at British Gas, Scottish Widows and Standard Life. Ben Jones, Chief Commercial Officer at Sigma Connected Group said: “Lesley is a first-class addition to our leadership team and brings the expertise, passion and vision which is vital as we continue with our global growth strategy.

Groups 52

Groups Connections Leadership Government 52

BlueOcean

JANUARY 20, 2023

Outline your attraction and recruitment strategies and processes including how your organization approached recruiting in the time of COVID. Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Brad Cleveland Blog

SEPTEMBER 23, 2021

Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, you need a strategy to fully leverage feedback. In … The post Execute a Voice of the Customer Strategy first appeared on Brad Cleveland.

Strategy 36

Strategy Government Feedback Customers 36

Experience Investigators by 360Connext

JANUARY 5, 2021

As companies move from thinking about customer experience objectives to acting on them, they need to turn generalized well-wishes into specific strategies, plans, and disciplines that will define their “way.” Creating standards to ensure governance around what’s most important. But positive platitudes aren’t enough.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Qualtrics

AUGUST 28, 2019

Over the past several years I’ve been asked more times than I can count: “Why should government care about customer experience?” ” The assumption is usually that governments don’t have to care about customers, citizens, and residents because government is a monopoly. So what’s the use?

Government 20

Government Customer Experience Policies Leadership 20

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Leadership also observed the system fatigue that resulted from employees having to administer processes among all of the tools.

Management 52

Management Leadership Customer Centricity eBook 52