CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Forrester's Customer Insights

OCTOBER 26, 2023

If a bipartisan group of Congresspeople succeeds, the White House’s Office of Management and Budget (OMB) will increase both the oversight and visibility of US government efforts to improve customer experience (CX).

Government 56

Government Customer Experience Management Customers 56

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Customer Centricity 49

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. Ideally, the CX Team will review critical CX measurements and insights on a regular basis.

Document 358

Document Net Promoter Score Government Leadership 358

Forrester's Customer Insights

JULY 1, 2020

The notion of the customer at the center of government is not a new concept. For centuries, government employees have been identified as “civilian servants of the public” Becoming a politician or government departmental employee was considered a noble act of serving individuals, the community, and the nation.

Government 61

Government Customers Customer Experience 61

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. They constantly seek to understand their customers, their needs, and their expectations.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

CSM Magazine

MARCH 18, 2024

For firms governed by the Financial Conduct Authority (FCA), this website is an asset. This extensive resource hub provides informative guides, practical downloads, training resources and insightful articles. Alongside reducing the risk of harm and complaint handling, actions increase customer loyalty and business reputation.

Government 52

Government Financial Download 2016 52

Forrester's Customer Insights

MAY 31, 2022

In 2021, Forrester ran a pilot study of Australian adults to measure how people’s trust in government drives critical behaviours. We found that Australians have moderate trust in the institution of government. On average, only 28% of Australians trust the federal government.

Government 26

Government 2021 Measurement Customer Experience 26

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.

Government 39

Government Culture Customer Experience Customers 39

Forrester's Customer Insights

JUNE 6, 2024

Like the changes wrought by open data and third-party apps in the 2010s, AI will revolutionize the internal workings of the public sector and how it engages with its constituents in the next 5 to 10 years.

Government 39

Government Engagement Insights 39

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, […].

Government 36

Government Employee Experience Connections Customer Experience 36

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.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

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).

Government 52

Government Customer Experience 2018 Customer Expectations 52

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?

Government 26

Government Innovation Loyalty Engagement 26

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.

Government 44

Government Customer Experience Customers 44

Thematic

JANUARY 17, 2019

How do you find meaningful answers and insights in survey responses? For best practice on how to draw conclusions you can find in our post How to get meaningful, actionable insights from customer feedback. Focus on your insights, not the data. Would you bet your customer insights on something that’s at best 50 accurate?

Insights 98

Insights Presentation Net Promoter Score Feedback 98

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 — […].

Government 26

Government Customer Experience Management Technology Management 26

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.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

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.

Customer Centricity 52

Customer Centricity Webinar Culture Government 52

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 […].

Government 38

Government Customer Experience Customers 38

Forrester's Customer Insights

OCTOBER 16, 2020

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

Government 35

Government Technology Customer Focused Customers 35

Michelli Experience

SEPTEMBER 4, 2018

Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer journey map to affect positive change in your organization. For most organizations, we talk about activation as a part of customer experience governance.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Experience Investigators by 360Connext

AUGUST 9, 2022

It’s important to understand the customer feedback strategy as part of the larger customer experience. But if teams are collecting insights, sharing them with certain teams and leaders, and then immediately moving on to the next survey, that’s not truly a strategy. Why do we need these insights?

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Lumoa

FEBRUARY 9, 2023

Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

SurveySensum

JUNE 4, 2024

So, let’s explore some of the best market research tools for small businesses that can help you gain the insights needed to make informed decisions and achieve your business objectives. 5 Need to figure out why customers are dropping off or want to do some profiling? What is a Market Research Tool? G2 Review : 4.5/5

2024 52

2024 Marketing E Commerce E-support 52

SurveySparrow

JULY 31, 2023

The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth. What is Voice of Customer Data Analytics? That’s what text analytics is all about! You know what?

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

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.

Customer Experience 248

Customer Experience Culture Government Article 248

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 […]

Government 35

Government Insights Management 35

Forrester's Customer Insights

FEBRUARY 5, 2024

Organizations are constantly seeking ways to gain a competitive edge by transforming data into actionable insights through analytics. The key to turning data into meaningful and actionable insights across the organization lies in a frequently overlooked area – establishing a […]

Government 31

Government Insights Information Technology 31

Bob Hayes

OCTOBER 23, 2017

We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights. Provide evidence regarding the quality of the customer data (method). Report customer metrics for specific segments (reporting).

White Paper 68

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.

Customer Experience 149

Customer Experience 2018 ROI Travel 149

CX Workout - Ideas Blog

SEPTEMBER 10, 2020

One of the biggest challenges companies face is getting their teams to embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. It’s simple.

Customer Centricity 93

Customer Centricity Culture E-support Government 93

TechSee

JUNE 16, 2022

His articles have been featured in hundreds of publications, and he is the creator of The Customer Focus , a customer service training program that helps clients develop a customer service culture and loyalty mindset. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

West Monroe

NOVEMBER 13, 2022

A finely tuned digital revenue-generation engine uses data to produce continuous insight, which enables greater agility. When designed well, this approach creates a well-oiled revenue generation engine that uses data to understand customers better, deliver a better customer experience, and respond faster to changing needs and conditions.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

A finely tuned digital revenue-generation engine uses data to produce continuous insight, which enables greater agility. When designed well, this approach creates a well-oiled revenue generation engine that uses data to understand customers better, deliver a better customer experience, and respond faster to changing needs and conditions.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

A finely tuned digital revenue-generation engine uses data to produce continuous insight, which enables greater agility. Well-coordinated go-to-market teams, equipped with insight, can deliver more. Understand your customers. This provides data-driven insight for determining where to focus resources and investments.

Management 52

Management Government Sales Measurement 52