ShepHyken

MARCH 31, 2024

10x Improvement in Customer Experience by Jaimie Boyd, Gretchen Brainard, NSN Murty, Joe Mariani & Pankaj Kamleshkumar Kishnani (Delloite) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. My Comment: Kudos to the government!

Article 81

Article 2024 Customer Service Government 81

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. In working with governments across the country, we’ve compiled a few best practices for how to ensure that IT remains a strategic partner in government operations - in or out of crisis. #1: 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Employee Experience Download 34

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. In these trying times, there is enormous value in human connections. And that’s ok.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

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

Clarivate

MAY 24, 2022

Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurement and reporting capabilities. Connecting SDGs to everything we do. Driving real, measurable change.

2021 98

2021 Government 2024 Innovation 98

Experience Investigators by 360Connext

AUGUST 22, 2023

What measurements do you need? An executive invested in the customer experience will inspire innovation and motivate their team. Start Designing Great Customer Experiences Today Investing in your customer experience creates an ongoing cycle of innovation that helps your business stay ahead of the competition.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

CSM Magazine

MARCH 14, 2024

We like to train from within, and have BigChange govern our procedures and monitor our success rates, from planned works to reactive responses,” commented Alistair McGregor, Senior Manager at Green Spark. Working with BigChange we have a reliable back-office system that supports our innovative thinking in the sector.”

Management 52

Management E-support 2018 2013 52

Comm100

FEBRUARY 10, 2022

In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX. Citizens are 9x more likely to trust a government agency when they are satisfied with the service they receive.

Government 52

Government Customer Experience Social Media Document 52

West Monroe

OCTOBER 11, 2023

Beneath the surface of data-driven strategies and fast-paced innovations, however, lies a critical yet often overlooked factor: the people within the organization. Connecting the change initiatives to bigger corporate goals and the priorities of senior leaders helps maintain momentum and engagement among employees.

ROI 52

ROI Return on Investment Government Innovation 52

West Monroe

OCTOBER 11, 2023

Beneath the surface of data-driven strategies and fast-paced innovations, however, lies a critical yet often overlooked factor: the people within the organization. Connecting the change initiatives to bigger corporate goals and the priorities of senior leaders helps maintain momentum and engagement among employees.

ROI 52

ROI Return on Investment Government Innovation 52

CSM Magazine

APRIL 27, 2022

Following the launch of the new Odigo Connect Marketplace , which enables organisations to easily procure an extensive range of tailormade CCaaS-related solutions, customers can now access PCI Pal’s award-winning payment security solutions for voice, chat, social, email and contact centre interactions. About PCI Pal.

Omnichannel 52

Omnichannel Government Connections Innovation 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

Customer experience is unintentionally demoted to reactive measures, and before long there’s very little proactive about it. Reactive CX: Metrics are Measured for Measurement’s Sake. The rich data provided by customers is the first ingredient in the art of innovation. Watching numbers can be addictive.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

West Monroe

OCTOBER 2, 2023

To meet and exceed these laid out requirements for grant applications, an innovative and interdisciplinary approach is needed that addresses specific community needs. These metrics are also used to measure overall program success throughout its lifetime. Ideally, project conception goes hand in hand with addressing community needs.

Government 59

Government Metrics Document Measurement 59

Lumoa

JUNE 23, 2021

To be more innovative, you need diversity of thought. If they’re able to get on the same page as customers with values and culture, the easier they’ll be able to connect with them on a human level. It’s becoming more and more important to develop and implement these initiatives in your CX team. What is diversity in customer experience?

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities.

2019 52

2019 Engagement Social Media Roadmap 52

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. Risk awareness (not aversion) – digital innovation is new for many. And that movement has to be connected to a feeling of having skin in the game.

Culture 83

Culture Government Leadership Return on Investment 83

BlueOcean

MARCH 30, 2018

The program will dictate how frequently the company and supplier meet for business reviews (I recommend quarterly; annually at the very least) and will set the stage for expectations and governance. It’s about the people we bring to the table and the people the vendor brings to the table connecting. It’s a two-way street.

Insights 184

Insights Contact Center Hospitality Culture 184

Customer Bliss

NOVEMBER 29, 2016

Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. Metrics measurement improvement. Accountability and governance in place. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

West Monroe

JUNE 13, 2022

Sixty-four percent of consumers now view manufacturing as innovative , up from 39% five years ago. From there, a journey map can highlight key progression steps, with measurable outcomes along the way. Governance & risk management. Connect with communities and build your employer brand. Organization structure.

2030 90

2030 2022 Government Culture 90

Avaya

SEPTEMBER 19, 2018

Another signal of the rising relevance of artificial intelligence comes from the United States government. But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences?

Customer Care 94

Customer Care Contact Center 2018 Government 94

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 61

Contact Center 2018 2019 Innovation 61

CSM Magazine

DECEMBER 28, 2021

Employee surveys can provide a quantified measure of employee engagement. Intangible characteristics provide an even better measure of engagement. They defined seven key values that govern employee and company behaviors – in short, they translate values into specific behaviors they expect of their leaders and employees.

Engagement 59

Engagement Customer Experience Culture Government 59

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities.

2019 40

2019 Engagement Social Media Roadmap 40

NetBase

MAY 7, 2020

Using the 2008 recession to navigate through this rough terrain, Europe is predicting the largest quarterly decline in economic activity since World War II, meaning approximately an 8 to 13 percent drop in gross domestic product (GDP) , even with precautionary measures in place. Estee Lauder will be a caring champion of COVID-19.

Retail 71

Retail Consumers Social Media Government 71

ViiBE Blog

JULY 8, 2021

Through its McAfee Global Threat Intelligence, the company offers endpoint protection and efficient mobile application security used by international business, governments, as well as home users. Continuously highly rated by analysts, IBM offers some of the most innovative cybersecurity solutions out there. Palo Alto Networks.

2021 52

2021 Government Transportation Automotive 52

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 94

Government Omnichannel Connections Social Media 94

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. Future-thinking providers who provide an innovative portfolio of UC technologies will be poised to support hybrid workers and help organizations modernize.

2023 69

2023 Communication Contact Center Return on Investment 69

Hello Customer

APRIL 17, 2020

Many organisations are constantly innovating so they can remain at the disposal of their customers. Robin Chadha, chief marketing officer at CitizenM, explained: “We hope this small act will help some of our local communities stay connected with their loved ones during these strange and unprecedented times.".

Hotels 75

Hotels Hospitality Entertainment Retail 75

NetBase

FEBRUARY 18, 2020

And then we see innovative, investment powerhouses like Mahindra & Mahindra , LG Chem and Migdal Insurance & Financial Holdings. ESG stands for “environment, social and governance” investing. So, let’s connect back to electric cars and the conversations happening within this ESG subset. Nissan offers the Leaf.

Automotive 60

Automotive Government E-support Financial 60

ijgolding

APRIL 4, 2016

Drawing the wrong conclusion from poorly executed customer feedback mechanisms – specifically, failing to measure the TRUE end to end customer journey. Lack of governance and ownership. It is so important to connect the whole organization to a common PURPOSE (Why do we exist? I could go on and on and on!

Customer Experience 62

Customer Experience Measurement B2B NPS 62

Doing CX Right

JULY 14, 2020

They share meaningful and relevant examples that reinforce the coursework including developing personas and journey maps, CX measurements, building a CX culture , and more. NETWORKING OPPORTUNITIES : Connect with people who have instituted successful CX programs at their workplace. Fostering a Culture of Innovation.

Seminar 52

Seminar Social Media Insurance Government 52

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. However, research shows most customers still value an emotional connection with the people fronting the organization. Customers want unique, special and innovative. 2018 will be the year of CX and AI.?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ReviewTrackers

JUNE 29, 2017

Customer experience design tracks and maps online and offline customer interactions and measures the effect of each interaction. Customer experience design creates a structured opportunity for companies to innovate on their products and services. CX design is a great tool for: Creating and building emotional connections with customers.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Customer Alignment

MARCH 2, 2018

She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

ProProfs Chat

APRIL 30, 2020

Government authorities are 100% focussed on the health of people, while businesses continue to feel quite under the weather. Organizations are coming up with solutions and embracing innovation and planning to keep pace and adapt faster than ever before. You can make the most of the available tools to offer seamless support. .

Entertainment 98

Entertainment Communication Social Media Government 98

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Events connecting CX and the Global Industry Experts .

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Events 49