Forrester's Customer Insights

JUNE 22, 2021

We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture.

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Forrester's Customer Insights

SEPTEMBER 1, 2020

And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […].

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Government Employee Experience Connections Customer Experience 35

Experience Investigators by 360Connext

JULY 6, 2021

A Customer Experience Charter can answer that question. What is a Customer Experience Charter? A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Future-focused strategic initiatives requiring customer journey improvements or changes.

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Forrester's Customer Insights

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

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Government Customer Experience 2018 Customer Expectations 52

CSM Magazine

MARCH 18, 2024

These customers are reliant on organisations to provide clear communications, fair value and relevant support. For firms governed by the Financial Conduct Authority (FCA), this website is an asset. Alongside reducing the risk of harm and complaint handling, actions increase customer loyalty and business reputation.

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Forrester's Customer Insights

JANUARY 9, 2020

CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? Sadly, Forrester survey data shows that the quality of most agencies’ customer experience (CX) is mostly weak and uneven overall. And deepen your employee loyalty?

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Forrester's Customer Insights

JANUARY 29, 2019

CX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success.

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Forrester's Customer Insights

SEPTEMBER 19, 2022

When we set out to do a Digital Experience Review™ of US and Canada government websites, my colleagues and I started by checking to see which sites were most heavily used and how they’re accessed. I can’t rightly say when the balance tipped in favor of mobile access over desktop, but we’re here now — […].

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Forrester's Customer Insights

FEBRUARY 18, 2020

To gauge how well they serve customers, we evaluated seven of the most-visited sites. Our new report reveals how well they perform on 27 proven criteria and what they — and government organizations everywhere — can do to improve. The full report, The Forrester […].

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Government Customer Experience Customers 36

Forrester's Customer Insights

OCTOBER 16, 2020

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

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Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric.

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Forrester's Customer Insights

APRIL 17, 2024

Your cloud governance must match this new reality. For this reason, along with new and developing industry regulations, growing sovereignty requirements, and a plethora of breaches/vulnerabilities, companies are revisiting or standing up governance programs that have not existed in […]

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ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

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Forrester's Customer Insights

MAY 27, 2016

During a recent discussion of the Age of the Customer and how it applies to government, one of the participants from a government agency essentially asked why they should care. The argument was "If I'm providing passport services why does customer experience matter to me? With government, citizens do have some recourse.

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Government Customer Centricity Customer Experience Customers 28

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

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Forrester's Customer Insights

FEBRUARY 17, 2024

This is obvious enough in industries where technology is fundamentally changing the customer experience. But even in something like paint manufacturing or government agencies, technology is critical – though critical in a different way than verticals experiencing significant tech disruption.

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Forrester's Customer Insights

AUGUST 1, 2022

We’ve said it many times: security matters, and security leaders have more influence and access to boards and senior executives than ever. Thanks to external forces like ransomware attacks, evolving security and privacy legislation, and existential loss of cyber insurance dread, they get it at the top.

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CSM Magazine

OCTOBER 28, 2021

Demonstrating clear ownership and governance of CX – Every area of an organization impacts CX, and it’s important for every function to understand the role they play—and the roles other functions play—so that everyone is working towards the same goals.

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Forrester's Customer Insights

MAY 31, 2018

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven.

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Forrester's Customer Insights

APRIL 17, 2018

The focus on government CX is not a fad. The new Improving Customer Experience cross-agency priority (CAP) goal in the President’s Management Agenda makes that crystal clear. What’s more, the […]

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Forrester's Customer Insights

JUNE 10, 2020

Companies have short attention spans when it comes to data governance. To address these expansions, data owners either search for the simple approach or re-educate on data governance 101. Here is the […].

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Government 2020 Culture Insights 69

Michelli Experience

SEPTEMBER 4, 2018

For most organizations, we talk about activation as a part of customer experience governance. An effective governance structure, enables non-duplicative, high impact/low expense/low effort ideas to advance quickly, and stewards other initiatives through thoughtful evaluation before deployment.

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Customer Journey Mapping Customer Journey Government Touchpoint 88

ShepHyken

AUGUST 21, 2020

The challenge lies in understanding today’s changing reality and employees and customer insights and needs, so that you can equip your people with the right skills and tools. After we overcome the pandemic, there will be something else — with a different buzzword but also requiring us to transform, simplify, adapt, disrupt and comply.

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Bob Hayes

OCTOBER 23, 2017

We asked customer professionals if 25 different practices across 5 customer program components (In the survey, we combined Strategy and Governance) described their current customer program. Provide evidence regarding the quality of the customer data (method). Customer programs generate a lot of data.

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White Paper Competitive Advantage Government Customer Centricity 68

Maru Group

NOVEMBER 2, 2018

Customer feedback will remain vital to this – not only do brands need to listen but they must act accordingly and in the right way. With revenue growth on the slide and profit margins tight, customer insight must be applied both tactically and strategically if businesses are to set themselves apart in a fierce and competitive environment.

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Forrester's Customer Insights

JUNE 10, 2021

Technology transformation is a fundamental lever to change the workings of government. Government priorities, including higher citizen engagement, improved productivity, and stronger economic growth increasingly depend on digital technology.

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Government Technology Engagement Innovation 58

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Analytics Practices in Customer-Centric Programs.

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Loyalty Competitive Advantage White Paper Social Media 113

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

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Forrester's Customer Insights

DECEMBER 7, 2023

The Forrester Wave™: Governance, Risk, And Compliance Platforms, Q4 2023 is now live! When Odysseus left Ithaca and sailed to fight in the Trojan War, he had no idea how the gods would impact his journey – or that it would take him over 20 years to return home. For 10 years the Greek army […]

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Forrester's Customer Insights

JANUARY 26, 2021

In my recent Forrester webinar I outlined how AI drives the evolution of technology and data governance, and how an increase in customer demand and regulatory activity will necessitate companies to take a closer look at their approach (Forrester clients can access the replay here).

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Forrester's Customer Insights

MARCH 21, 2024

Antitrust action against companies is intended to thwart monopolistic behavior that a government believes impedes competition and hurts consumers. The United States Department of Justice has announced an antitrust lawsuit against Apple.

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Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.

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Forrester's Customer Insights

NOVEMBER 29, 2020

Our Australia Government Customer Experience Index (CX Index™) 2020 results are out! The CX Index tests 30 drivers of CX and 27 emotions to reveal the factors that make a government experience easy, effective, and emotionally engaging.

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Government 2020 Engagement Customer Experience 32

Bizagi

MARCH 26, 2020

Digital governance should not be left to chance. Ineffective governance creates waste and missed opportunities, making digital transformation riskier and costlier than it needs to be,” write the authors of Leading Digital. In fact, compliance is a crucial part of both risk management and the digital transformation journey.

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Forrester's Customer Insights

FEBRUARY 4, 2021

This is the second part of my blog and webinar series on AI governance and risk management. In my previous blog post and webinar, I discussed how AI is driving the need for data and technology governance to evolve and expand its scope to include ethics, accountability and risk management. In this blog accompanying the […].

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TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

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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.

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