What’s On Your Customer Experience Governance Checklist? Three Must-Haves

InMoment XI

That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful. Without rules and regulations, your CX governance structure will collapse. Customer Experience Governance

2022 302

3 Ways to Make Customer Experience Governance Work for You

InMoment XI

Whether you’re just getting started on your customer experience (CX) initiative or hitting pause to see how things are going, the term “ customer experience governance ” is probably something you hear your team bring up all the time. But which governance style works best for you ?


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

The Trust Imperative For Government Leaders

Forrester Digital Transformation

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.

Let’s Discover The State Of Customer Obsession In Government

Forrester Digital Transformation

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. Most government organizations want to be more customer obsessed.

How to Overcome the Pain Points of Your CRM

When used effectively, a CRM can be the life blood of your sales team – keeping everyone organized, efficient, and at peak productivity. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

Improving Government CX – The Fundamental Building Blocks for Success


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.

2022 82

4 Foundational Steps to Improving Service Delivery in Government


Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. When improving service delivery in government, efficiency is the first building block.

2022 67

Behind the Scenes of Government Social Media Customer Care

Russel Lolacher

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies.

Building Trust in Government by Assuring a Flawless Constituent Experience


“We are experiencing a high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.”. customer experience automated testing call center ROI Test Automation

2022 67

4 Reasons Why Live Chat for Government is Critical in 2022


In US government, this score languishes at 4.5. For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. Live chat for government helps to alleviate these concerns.

2022 79

A complete guide to improving customer service in government [with best practices & use cases]


In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task.

2022 76

How to build better customer experience governance in three steps


Engagement 3 steps to building better CX governance

Bringing some new terms to Government CX


Bringing some new terms to Government CX. government is looking at customer experience. issued on December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” For a government service, it is the same.

What are the Benefits of Local Government Chatbots? 


The Covid-19 pandemic transformed the way that local governments interact with citizens. For many local governments, this came in the form of customer service chatbots. The improved service from local government chatbots can lead directly to improved customer satisfaction (CSAT).

2022 52

A Shopping Checklist to Find the Best Live Chat Providers for Government Websites


It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel.

2022 76

How to Improve Government-to-Citizen Engagement in 2022


Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom.

Improving Customer Experience Management in a State Government Agency

Customer Bliss

We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies. The Department of Commerce is Maryland’s state government economic development agency; it makes sure businesses are staying in the state and growing. Greg Derwart is a senior operations executive with over 25 years of professional experience in the private sector, government and nonprofit arenas.

A new era in government-sector customer experience


A new era in government-sector customer experience. This ushers in a new era of government customer experience. This executive order expands upon previous executive orders issued in 1993, 2011, 2015 and 2021 seeking to improve government customer/constituent experience.

In A Crisis, Customer-Obsessed Government Can Save Lives

Forrester's Customer Insights

The notion of the customer at the center of government is not a new concept. Age of the Customer Asia Pacific customer experience customer experience index (CX Index) digital transformation government

Let’s Talk About (Government) EX

Forrester's Customer Insights

But although we’ve published reports on government CX, […]. Age of the Customer employee experience government employee experience index EX GovernmentForrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years.

Guerrilla CX For Government


Foster Rapid-Fire Experimentation and Learning Read more Categories: Government. Customer Experience GovernmentFederal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don't have the budget, personnel, or authorities they need to win big, decisive battles. That's why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead.

Government Customer Service: Lead the Campaign to Improve Public Perception

Tricia Morris

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, referring back to the Government Business Council Report, many agencies, while believing they’re on par when it comes to customer service, may be in the race, but still aren’t competing with the front runners.

How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation

Customer Bliss

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. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division. Customers as Assets Podcast Colorado Governor's Office of Information Technology customer experience customer service CX cx leadership government CX William Chumley

Customer Experience Governance: Do This, Not That


Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization. NOT THAT : Do not wait until something gets rolling for a while to start thinking about governance of it.

Proper CX Governance: Eating Your Customer Experience Vegetables


Customer Experience customer experience strategy CX leaders measure customer experience Business Strategy Experience Strategy Business Success CX Governance CX Guidelines ForbesHumans like rules — when they apply to someone else.

Governance Structure: How to Take Your CX Team Cross-Functional


Establish these five committees to properly structure and govern a cross-functional CX program. Articles

How BPO Philippines Improve the SMEs Data Governance

Magellan Solutions

Data Governance is Critical for SMEs Wherein BPO Philippines Helps to Improve. How SME Can Improve Their Data Governance Through Data Management Outsourcing. Data governance means planning, oversight, and control over management of data and the use of data and data-related sources. .

The Promise (And Perils) Of Customer-Focused Government Technology Transformation

Forrester's Customer Insights

Technology transformation is a fundamental lever to change the working of government overall. Age of the Customer customer experience customer experience management government technology-driven innovation

Messaging: How governments can turn vaccines into vaccinations


Governments at all levels face two key imperatives: Manage the complex delivery process AND proactively engage with residents before, during, and after vaccination. How can governments drive adoption through messages that people will hear and act on?

What Should Washington Do About The Public's Lukewarm Attitude Toward Digital Government?


Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the federal government. And that's just the latest tranche, piled atop hundreds of millions in digital government spending in recent years. Why is public interest in digital government so weak? digital government.

5 predictions for government experience management in 2021


2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

2021 26

Accessibility in Customer Service – How Comm100 Live Chat Meets Government Requirements


Governments around the world continue to introduce legislation that ensures services are accessible by everyone. In this blog, we’ll be looking at the ways that Comm100 Live Chat meets government requirements for accessibility.

2022 52

How e-Services Transformed Government Processes & Systems This 2021

Magellan Solutions

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. . It is vital for governments to provide accurate, useful, and up-to-date information to people.

2021 40

5 Keys to Effective Governance of Your CX Program


Whether companies are new to the CX world or looking to brush up their brand, it never hurts to (re)visit the building blocks of effective CX governance. So, without further ado, let’s take a look at five key elements crucial to effective CX governance: Focus.

Guest Blog: Technology Trends That Will Govern the CX Landscape


The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken. Consistent innovation is the greatest invention for all generations.”. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us.

2017 82