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 Roadmap Document 111

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. Study after study demonstrates how most managers fail. There are more management and leadership books, training, and coaches than ever before.

Leadership 56

Leadership E-support Government Communication 56

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway? Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

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. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity Government 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Culture Employee Experience 93

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government 2021 E-support Social Media 40

Customer Bliss

JUNE 27, 2017

She started out as store manager for Waitrose, moved into Retail consultancy with Deloitte and then into digital retail with M&S.com. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). This is all about communicating the message and building rapport with stakeholders.

Retail 0

Retail Leadership Customer Experience White Paper 0

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. Why governance?

Government 40

Government 2024 Leadership Healthcare 40

Qualtrics

MARCH 16, 2020

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus. Communicate Strategically. Asking promotes empathy.

Government 52

Government Connections Call Center Communication 52

West Monroe

APRIL 3, 2023

Among the most common technology platforms being deployed or enhanced are: Advanced Distribution Management Systems (ADMS); Distributed Energy Resource Management Systems (DERMS); Customer Information Systems (CIS); Enterprise Asset Management Systems (EAM); and Geographic Information Systems (GIS).

Management 52

Management Government Technology Roadmap 52

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. This is the heart of experience management!

Metrics 62

Metrics Management ROI Effort Score 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. clearly communicates goals to all employees and links individual goals to corporate goals.” Trahant, Public Manager).

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. It gets easier with time, and there are plenty of great feedback management tools to help. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Daniel Group

MAY 25, 2023

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). Consider, for example, investing in a new inventory management system. Managing the ongoing process.

Government 52

Government 2023 Culture Touchpoint 52

Customer Bliss

JANUARY 17, 2017

And, most importantly, he went through a very extensive set of interviews with every level of leadership he would be working with. Exceeded revenue targets by 30% and delivered green field ICT project providing sector wide savings and unprecedented levels of NSW Government Agency buy-in. ” communication strategies and training.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

BlueOcean

JANUARY 20, 2023

For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) Who on your management team reviews client reports on a regular basis?

Contact Center 156

Contact Center Customer Care Culture Technology 156

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 Customers 175

Customer Bliss

MAY 31, 2018

This is why so much of the initial work in CX transformation entails communicating what customer experience actually is and how it will improve the experience internally and externally. The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement.

B2B 107

B2B Seminar Leadership Workshop 107

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 52

Management Competitive Advantage 2023 Government 52

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 52

Management Competitive Advantage 2023 Government 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 CEM Document Insurance 40

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. During this time, they also developed organizational principles for how they would interact and communicate with customers.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Customer Bliss

NOVEMBER 29, 2016

A master communicator, Peeples works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Clarify vision and communicate.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Russel Lolacher

MARCH 29, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. That is due to its role in public dialogue and the serious culture change/change management internally needed to make it work. . Approval processes and micro-management. How does this show up?

Social Media 98

Social Media Leadership Communication Culture 98

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 Demo Leadership 20

Oracle

DECEMBER 17, 2019

While endeavoring to deliver the promise of enhanced value, differentiation, and CX as a driver of sustainable growth they are besieged by CX management challenges that continue to stifle excellence. Organizational structure continues to present a CX management challenge. Tip #1: Define organizational purpose.

2020 52

2020 Leadership Customer Centricity Customer Journey Mapping 52

Russel Lolacher

JANUARY 5, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. That is due to its role in public dialogue and the serious culture change/change management internally needed to make it work. . Approval processes and micro-management. How does this show up?

Social Media 98

Social Media Leadership Culture Communication 98

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Webinar Effort Score Contact Center 22

West Monroe

SEPTEMBER 14, 2023

” As that happens, we believe that it’s critical to revisit and reinvigorate supplier risk management (SRM) programs. Given the extraordinary events of the past several years, it’s understandable that many manufacturers eased up on supplier risk management to ensure they could get what they needed to meet demand.

Management 40

Management Competitive Advantage 2023 Government 40

Up Your Service

MARCH 17, 2020

Government restrictions and actions shift daily. It’s hard to imagine a time requiring stronger leadership than now. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control.

Airlines 83

Airlines Social Media Leadership Government 83

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

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. It is tempting to rush toward implementing the latest generative AI craze to demonstrate that your company is on the pulse or to meet a leadership mandate.

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. It is tempting to rush toward implementing the latest generative AI craze to demonstrate that your company is on the pulse or to meet a leadership mandate.

Technology 52

Technology Government Insurance Insights 52

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Develop a governance structure.

CEM 65

CEM Management Government Culture 65

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. If there’s a failure, look to yourself to determine how you could have served your team better (communication, support, etc.). My role is to facilitate their leadership.

Customer Care 98

Customer Care Government Communication Engagement 98

Russel Lolacher

JANUARY 4, 2021

I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. Fluid leadership – titles denote responsibility, not leadership. It breaks down silos and builds empathy to help with change management.

Culture 83

Culture Government Leadership Return on Investment 83