BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

Experience Investigators by 360Connext

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs.

Contact Center 156

Contact Center 2024 Sports Customer Care 156

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. Consistent innovation is the greatest invention for all generations.”. What comes to your mind when I talk about businesses revolutionizing their technology experience?

Government 90

Government Technology Blog 2017 90

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. Then we’ll lay out seven steps to bring agile innovation to customer success. As we unpack the elements of an agile CS strategy, we’ll highlight how to leverage the right CS technology can help you implement agility.

Innovation 97

Innovation Customer Success Document Government 97

Experience Investigators by 360Connext

MAY 11, 2021

Technology and Tools. Governance and Discipline. Many leaders want to jump straight ahead to the technology and tools they’ll use to manage CX. CXM is often wrongly defined as a technology platform when instead it should be defined as a way of doing business. Now consider technology and tools. Yes, we do.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 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. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. But it's worth it!

Government 111

Government Chief Customer Officer Roadmap Document 111

West Monroe

SEPTEMBER 28, 2023

The episode delves into prompt engineering, fine-tuning, and data governance, offering insights into navigating AI adoption for impactful results. Listen to "AI Dilemma: What Comes First, the Technology or the Use Case?" This Is AI, Episode 2: AI Dilemma: What Comes First, the Technology or the Use Case? on Spreaker.

Technology 52

Technology Government Innovation Insights 52

Comm100

DECEMBER 12, 2023

It’s a future that demands a blend of technological savvy and deep human understanding. Comm100 is a global provider of omnichannel communication software for education, government and commercial organizations of all sizes. The post Innovate or Stagnate: Top 4 Customer Service Trends for 2024 appeared first on Comm100.

2024 84

2024 Innovation Customer Service Omnichannel 84

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. They not only come back, they promote and defend you.

2024 81

2024 Article Customer Service Government 81

BlueOcean

MARCH 7, 2024

Blue Ocean’s 2024 Stevie Award entry highlights the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

InMoment XI

MAY 4, 2022

I’d much rather know and have the courage, strength, and conviction to allow for the data to be free-flowing than to worry about what kind of governance we put on that.”. At the heart of our company is a phenomenal leadership team that has created a culture where people work hard, care about each other, are innovative, and fun to be around.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

BlueOcean

MARCH 7, 2024

Blue Ocean’s 2024 Stevie Award entry highlights the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 156

2024 Sales Customer Service Sports 156

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. During times of crisis and stability, it is critical that public sector IT departments understand an employee’s technology experience , especially as more workforces become remote. 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Employee Experience Download 34

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. E-service innovations during Covid-19 stemmed from the urgent need to share information about the virus. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions.

Government 40

Government 2021 E-support Social Media 40

Forrester's Customer Insights

JANUARY 9, 2020

CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? Key to achieving this success: prioritizing tech-driven innovations to help you proactively address CX issues and challenges. […]. And deepen your employee loyalty?

Government 26

Government Innovation Loyalty Engagement 26

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Bizagi

MARCH 26, 2020

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation and compliance in their organization, according to Bizagi’s global research. Digital governance should not be left to chance. Innovation and compliance: friends, not foes.

Innovation 52

Innovation Government Insurance Document 52

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. So what’s an agency to do when faced with less money and staff as customer expectations continue to grow, along with the innovations in technology that empower them?

Government 81

Government Customer Service Social Media Chief Customer Officer 81

West Monroe

AUGUST 29, 2023

The focus is warranted: Investment is high, use cases are proliferating, and adoption is advancing before governance can catch up to manage risk. Executives are eager to harness the benefits of this technology — and avoid the pitfalls of implementing it too late. But we see a common trend emerging.

Technology 52

Technology Government Insurance Insights 52

West Monroe

AUGUST 29, 2023

The focus is warranted: Investment is high, use cases are proliferating, and adoption is advancing before governance can catch up to manage risk. Executives are eager to harness the benefits of this technology — and avoid the pitfalls of implementing it too late. But we see a common trend emerging.

Technology 52

Technology Government Insurance Insights 52

CSM Magazine

MAY 30, 2024

Over the past few years, technological advancements have driven seismic shifts in how businesses operate and connect with customers. Recent studies suggest that by 2025, AI-driven technologies will influence up to 95% of customer interactions. Retail is changing at breakneck speed. billion in 2023 and is projected to grow from USD 9.36

Retail 52

Retail Social Media 2025 Government 52

eglobalis

OCTOBER 29, 2017

To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary. The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis. What is simplicity exactly?

Technology 146

Technology Customer Experience Government Customers 146

CSM Magazine

AUGUST 5, 2020

This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. Henry Jinman of EBI.AI

Government 52

Government Automotive Transportation ROI 52

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. Innovative platform that easily delivers flexible customer experience environments.

Government 47

Government Omnichannel Multi-Channel Contact Center 47

Interactions

DECEMBER 16, 2021

Just like between a brand and a customer, the interaction between the public and their government can be improved to create a more accessible, valuable, and efficient experience. We’re proud to be helping government institutions prioritize their CX with technology that is designed for the customer.” Anoop Tripathi, CTO.

Government 62

Government Average Handle Time Hospitality Insurance 62

Forrester's Customer Insights

OCTOBER 16, 2020

Technology transformation is a fundamental lever to change the working of government overall.

Government 33

Government Technology Customer Focused Customers 33

Bizagi

SEPTEMBER 28, 2018

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation vs compliance in their organization, according to Bizagi’s recent global research. Digital governance should not be left to chance. Innovation and compliance: friends, not foes.

Innovation 48

Innovation Government Insurance Document 48

CSM Magazine

MAY 19, 2021

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract. Capita will integrate a range of new AI technologies into Southern Water’s services and systems, providing a faster and more seamless service to its customers.

Technology 52

Technology Customer Service Government Touchpoint 52

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them.

Banking 52

Banking Technology Marketing Roadmap 52

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. At West Monroe, which I co-founded 22 years ago, we've built our reputation on being able to translate technology into EBITDA for business stakeholders.

Banking 40

Banking 2030 Financial ROI 40

Clarivate

APRIL 14, 2024

As a result, he was given access to the ‘resources of the city’ – a city that made other military uses of his innovative research, although we weren’t there to check those metrics. Government institutional funding of science in Britain formally started in the 17th century C.E. In the third century B.C.E.,

Government 59

Government 2004 Culture Metrics 59