ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Blog 103

Blog Customer Experience Government Article 103

ShepHyken

SEPTEMBER 22, 2017

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind?

Blog 81

Blog Wireless Government Entertainment 81

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 75

Government Communication Social Media 2022 75

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Would you please stop using spreadsheets to track employee attendance?

Contact Center 52

Contact Center 2021 Blog Call Center 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Daniel Group

MAY 25, 2023

In addition, it is essential to provide employees with a well-defined path, especially regarding customer experience. “If In our latest blog , I outline the powerful role that senior leaders can play in establishing what actually matters to the organization. If you don’t know where you are going, any road will get you there.”

Government 52

Government 2023 Culture Touchpoint 52

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. out of 10 customer satisfaction score. In US government, this score languishes at 4.5.

Government 81

Government 2022 2021 Document 81

Comm100

JANUARY 5, 2022

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. Excellent user experience . Custom routing .

Government 76

Government 2002 Omnichannel Download 76

ShepHyken

JUNE 30, 2017

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. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 89

Government Technology Blog 2017 89

GetFeedback

MAY 8, 2019

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. This article recaps our findings.

Customer Service 268

Customer Service Metrics Healthcare Government 268

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. A Personalized Guide to Help Out Your Customers. We cannot escape the future. Uses of Chatbots.

Customer Journey 89

Customer Journey Blog Healthcare 2010 89

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication. I am a big advocate of the policies and procedures myth!

Blog 0

Blog Customer Service Communication Customers 0

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

2024 78

2024 Innovation Customer Service Omnichannel 78

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Product Experience .

2022 52

2022 Government Magazine 2021 52

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Donna Staton – Chief Experience Officer at United States Senate Federal Credit Union.

2019 170

2019 2020 Leadership Consulting 170

SurveySensum

APRIL 22, 2024

Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era. That’s what we’re gonna explore in today’s blog.

Measurement 52

Measurement Customer Centricity 2024 Demo 52

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. We’ll be laying it all out on the table and breaking out our magical magnifying glass to find out what the latest tech will really mean for customer experience. Free webinar this Thursday.

Events 223

Events Customer Experience Webinar Telecommunications 223

Feedbackly

OCTOBER 10, 2023

Join us on November 1st to hear about how to maximize the outcome of customer experience personalization. It is great, but it is now time to learn how to maximize the success – more conversions, more revenue, more loyal customers. We have even hired artificial intelligence to do it for us.

Webinar 98

Webinar Measurement Customer Experience 2023 98

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Government 49

Government Management Customer Experience Employee Experience 49

NICE inContact

APRIL 29, 2019

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible.

Government 54

Government Contact Center Omnichannel Technology 54

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Effort Score 182

Effort Score Net Promoter Score Government Document 182

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. . Improving the customer experience is a big deal! In this edition of?Ask

Blog 40

Blog Management E-support Culture 40

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Customer Success Document Government 96

Pink Guava

MARCH 23, 2021

What’s the right way to keeping your Customers First! Keeping the customer first and foremost in the decision-making for organizational endeavors is an effective strategy for business success. However, "Customer First" doesn't mean that it has to be a “Yes Always” or the Customer is the “God or king” approach.

Net Promoter Score 98

Net Promoter Score Government Customer Centricity Customer Journey Mapping 98

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

Government 174

Government Books Customer Experience Management Customers 174

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers.

Connections 54

Connections Contact Center Government Interaction 54

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers.

Connections 54

Connections Contact Center Government Interaction 54

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Customers Feedback Customer Experience 59

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? My very first job was a part-time summer job in city government. It makes or breaks customer experience.

Workshop 152

Workshop Customer Service Training Government Blog 152

Think Customers

NOVEMBER 18, 2015

Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.

Customer Centricity 100

Customer Centricity Culture 2015 Government 100

BirdEye

MARCH 5, 2024

At the forefront of this change stands Google’s Search Generative Experience (SGE) , a technology poised to revolutionize how users interact with search engines and how businesses like yours connect with potential customers. What is SGE? SGE is like a super-powered search engine that goes beyond just keywords and links.

Presentation 58

Presentation Demo Events Social Media 58

Pink Guava

AUGUST 3, 2021

How Empowered Customers can make a difference to your Business In today's digital age, the lines between the physical store and digital experience have vanished. There has been a complete shift as the brick-and-mortar store experience, and multi-digital channels are governed by customer behavior, engagement, and expectations.

Customer Journey Mapping 98

Customer Journey Mapping E Commerce Touchpoint Customer Journey 98

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. There is a need for an omnichannel capability to provide the best customer journey and experience possible.

Government 47

Government Omnichannel Multi-Channel Contact Center 47