Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. With 10 years under my belt in the public service, there’s nothing like a milestone to get you feeling introspective. Oh, it’s been amazing. And I look forward to so much more in my career.

Customer Care 98

Customer Care Government Communication Engagement 98

Oracle

JULY 16, 2020

Using public data to augment AI can significantly enhance a company’s CX efforts. You need more public data from things like the census, local population information, demographics, and other data.” Public data may show signal issues in the customer’s area. Sources of public data. Interested in more?

Wireless 83

Wireless Government Transportation Contact Center 83

Comm100

FEBRUARY 10, 2022

One of the driving forces for workers in the public sector is the desire to make a difference. While the work isn’t always glamorous, knowing that your work has made a positive impact on the public can be incredibly rewarding. Perhaps more than any other, the topic of trust makes a strong case for public sector CX.

Government 52

Government Customer Experience Social Media Document 52

SAP Customer Experience

NOVEMBER 19, 2021

The current version is a public cloud offering on Microsoft Azure. As you must be aware that SAP Commerce is transitioning to new architecture in Public Cloud. The first version was a private cloud implementation running on a proprietary SAP infrastructure. SAP Commerce 1811.

Customer Experience 78

Customer Experience Customers 78

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. I thought this was a great way to tackle CX for a complex system like public transportation. How do you create great service for such a complex system?

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.

Customer Experience 66

Customer Experience E Commerce Social Media E-support 66

Think Customers

JULY 19, 2021

Many government agencies are being asked to add more digital channels, flexibility and speed to public-facing operations while also maintaining strict levels of security and compliance. The post 4 CX changes to prepare for as the public sector embraces the cloud appeared first on 1to1 Media.

Government 52

Government Contact Center Return on Investment Webinar 52

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations.

Management 490

Management Social Media Feedback Voice of Customer 490

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. The publicity about the cyanide-laced capsules immediately caused a nationwide panic. But why is that?

Social Media 116

Social Media Brands Advertising Transportation 116

NICE inContact

FEBRUARY 15, 2021

Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO.

Contact Center 62

Contact Center 2020 2021 Call Center 62

InMoment XI

APRIL 9, 2024

Unpublishing a Facebook Business Page hides it from public view temporarily, while deleting a Facebook Page permanently removes it from the platform along with all associated content. This hides it from the public, including the people who like your Page. It won’t be visible to the public until it’s published again.

Brands 260

Brands Social Media Feedback Management 260

Tricia Morris

AUGUST 11, 2015

Public perception driven by recent media stories around disappointing service certainly hasn’t helped. The post Government Customer Service: Lead the Campaign to Improve Public Perception appeared first on Parature. What’s Causing the Drop in the Polls? Customer Service of the People, by the People, for the People. Click here.

Government 81

Government Customer Service White Paper 2015 81

Forrester's Customer Insights

FEBRUARY 10, 2022

Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.

2022 26

2022 Webinar Employee Experience Technology 26

Myra Golden

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead.

Workshop 55

Workshop Retail Books Customers 55

Qualtrics

MARCH 16, 2020

Most citizens have never faced a public health crisis like the one we are facing right now. We’ve seen organizations create ad hoc call centers and establish cross-functional task forces to help keep information and recommendations up-to-date for the public. Empathize with Your Community. Complimentary Remote Work Pulse from Qualtrics.

Government 52

Government Connections Call Center Communication 52

SAP Customer Experience

SEPTEMBER 1, 2023

Original blog was created in French and published 2023 [link] > After several decades of rapid growth, the Leonhart Group faced issues with its information systems – disparate tools made the consolidation of data complex. In 2020, Leonhart decided to standardize and modernize its systems to strengthen the quality of.

2023 58

2023 2020 Blog Information 58

SAP Customer Experience

NOVEMBER 23, 2021

Know Fapiao Capture in a nutshell Fapiao Capture is an add-on solution of SAP Concur, which is embedded in WeChat to help Chinese local customers to process legal receipts for travel expenses. Users can easily capture kinds of legal receipts through WeChat mini app and send to SAP Concur web.

2021 80

2021 Travel Customers Customer Experience 80

Forrester's Customer Insights

MAY 29, 2018

To fuel digital transformations, enterprises are increasingly turning to public cloud services to improve their customer experience, operational excellence, and the broader ecosystem. My recent report, Now Tech: Public Cloud Development Platforms In […].

Marketing 45

Marketing Customer Experience Customers 45

Clarivate

APRIL 14, 2024

In fact, the expectation that publicly funded research should pay off for the public investor has long been a part of the package. The evolution of public investment in scientific advancement Historical examples that demonstrate the tangible outcomes of publicly funded research abound. In the third century B.C.E.,

Government 59

Government 2004 Culture Metrics 59

Avaya

MAY 4, 2016

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. The post Next time you visit Dubai, take a public transport appeared first on Avaya Connected Blog.

Transportation 44

Transportation Multi-Channel Government 2015 44

Optimove

MARCH 12, 2019

The post 14 Tips For Acing Your First Publicity Interview appeared first on Optimove. Use examples and stories to deliver your messages effectively, and practice answering the hard questions ahead of time so you’re never caught off guard. Aim to engage, not convince. – Pini Yakuel, Optimove.

Engagement 40

Engagement 40

Myra Golden

SEPTEMBER 22, 2015

I assured my client that nervous energy is normal and that most people have a real fear of public speaking. People who do the Power Pose for just 2 minutes are more risk taking, think more abstractly and are more likely to do very well in stressful situations, like public speaking. My voice quivered something terrible. What does help?

Events 63

Events Travel Reference Presentation 63

MyCustomer

JULY 6, 2021

Engagement Public sector must cope with digital demands.

Engagement 52

Engagement 52

BirdEye

OCTOBER 3, 2023

Table of contents Acknowledging feedback wins customer loyalty Distinguishing between public & private complainers Make the most out of negative feedback: 4 Tips from Jay Baer 1. Even if you can’t turn all of your public detractors into vocal advocates, acknowledging criticism shows that you are listening.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

BirdEye

DECEMBER 8, 2023

Corporate reputation is the overall impression of a company that its stakeholders, including customers, employees, investors, and the general public, have formed over time based on its actions, communications, brand perception , and the quality of its products or services. Responding to public opinion 3. Monitoring reputation 2.

Management 116

Management Social Media Brands Consulting 116

Customer Experience Update Submitted Articles

OCTOBER 12, 2022

The Second Commandment of CX Influence: Never Give a Bad Surprise in Public. Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.

145

145

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

Centercode

AUGUST 16, 2023

We’re going to delve into the differences between public and private beta tests to clear up some of the misconceptions and help you devise a beta strategy that makes the most sense for your product. We’ve also written a free whitepaper that walks you through planning a successful public beta test.

52

52

Centercode

JUNE 30, 2023

Planning a public beta test starts with deciding what you want your beta to achieve. Like private beta tests, public betas can be designed with a wide variety of objectives in mind. How you approach your public beta test will very much depend on your primary and secondary goals, since your goals effect everything from […]

52

52

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. This blog explores the decline of public trust in government, backed by data from the U.S., You can read the full story here.

Government 75

Government Communication Social Media 2022 75

BirdEye

APRIL 2, 2024

If you want to maximize your growth, keep your videos public or unlist then if you must. Unlisting a video essentially hides it from public view without completely removing it from your channel. YouTubers: Don’t delete videos unless you have a very, very good reason.

2024 111

2024 Metrics Demo Customer Experience Management 111

InMoment XI

DECEMBER 18, 2014

I need to deviate from the usual content of CX Café and bring to you a public service announcement from your friends at MaritzCX. Our Allegiance big data platform has picked up chatter about some villains that have the potential of causing serious problems next Wednesday night – Christmas Eve. Citizens are asked to be vigilant, keep your.

Article 200

Article 200

Centercode

JULY 20, 2022

Private and public beta tests are very different animals. The table below gives a quick overview of the key differences between private and public betas […] They have different goals, strategies, and risks.

59

59

Micah Solomon

JULY 12, 2014

Uncategorized customer experience keynote speaker customer experience speaker customer loyalty speaker customer service keynote speaker customer service speaker keynote speaker Keynote speakers micah solomon nick morgan professional speaker professional speakers public speaker public words seattle keynote speaker seattle-based keynote speaker'

Books 40

Books Travel Events Hospitality 40

InMoment XI

DECEMBER 18, 2014

I need to deviate from the usual content of CX Café and bring to you a public service announcement from your friends at MaritzCX. Our Allegiance big data platform has picked up chatter about some villains that have the potential of causing serious problems next Wednesday night – Christmas Eve. Citizens are asked to be vigilant, keep your.

Article 200

Article Automotive 200

InMoment XI

DECEMBER 18, 2014

I need to deviate from the usual content of CX Café and bring to you a public service announcement from your friends at MaritzCX. Our Allegiance big data platform has picked up chatter about some villains that have the potential of causing serious problems next Wednesday night – Christmas Eve. Citizens are asked to be vigilant, keep your.

Article 200

Article 200

Clarivate

NOVEMBER 15, 2022

This year we extended our analysis of retracted papers because we were concerned about cases in which a putative Highly Cited Researcher’s publications that were not highly cited may have been retracted for reasons of misconduct (such as plagiarism, image manipulation and fake peer review). Celebrating Highly Cited Researchers 2022.

2022 111

2022 Government 2021 2019 111