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.

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.


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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

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. .

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. However, as a company, sales stack, and database grow, it becomes difficult to uphold structure and governance to keep a CRM up-to-date. The result? Less organization, more confusion, and fewer deals closed. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

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.

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.

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?

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

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

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

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

It’s Time For CX Governance To Grow Up

Forrester's Customer Insights

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.

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.

Three steps toward a digital governance framework

PK Global

The post Three steps toward a digital governance framework appeared first on PK. Transform Core Operations Digital Transformation Governance

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.

The NSW Government Embarks On A Bold Journey To Improve Customer Experience (CX)

Forrester's Customer Insights

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX). In 2018, Australian government customer experience was weak compared to the private sector — mirroring what we see in the US, where most federal agencies had scores that were poor or very poor.

How governments can stay connected to citizens during a public health crisis


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.

Why CX Governance Matters


As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was. View Article

5 Governance, Risk and Compliance Automation Templates You Can Use Right Now


But if you digitize Governance, Risk and Compliance (GRC) with process automation, you can avoid missteps in compliance, saving time, money and stress for everyone involved. Governance & Compliance

The Best Omnichannel Solution for Your Government Agency


Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. And they want the same from their government agencies: A consistent experience across multiple touch points, both physical and digital. The post The Best Omnichannel Solution for Your Government Agency appeared first on Avaya Connected Blog.

How Governments Can Improve Everyone’s Customer Experience


Government. Acquisition Customer Experience Government ProcurementI spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I've already talked about how federal agencies averaged the lowest score in Forrester's CX Index.

Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Tricia Morris

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. Microsoft general manager of service engagement Bill Patterson recently participated in an interview for a new GovLoop Customer Service Playbook for Government featuring Forrester Research Senior Analyst Rick Parrish, General Services Administration Chief Customer Officer Phaedra Chrousos, and more.

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.

Accelerating outcomes with API governance


They’ve all successfully delivered on the potential of their APIs—in each case, through a robust API governance model. The post Accelerating outcomes with API governance appeared first on PK. Articles Digital Engineering Innovation API API Governance

Why CX Governance Matters


As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was. View Article. General

4 Key Pillars Of Customer Experience Governance


The era of the customer experience (CX) is well and truly here. Every aspect of your company, from your employees to the products and services you offer, are now key cogs in the CX machine. With the right structure and the right processes, this CX machine can become one of your biggest strengths that sets you apart from your competitors. Customer Experience

Customer Success in the Business-to-Government Sector


There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G. What Is the Business-to-Government Sector? Governments, including all of their levels (federal, provincial, state, city, etc.), These various levels of government employ a certain number of people, depending on the amount of funds they have at their disposal.

How to spread XM in your government organization? Train your people!


From my first experience with human centered design - the foundation of experience management - I knew it had the potential to revolutionize how government accomplishes its mission. The post How to spread XM in your government organization?

How Leading Government Agencies Are Raising CX With Tech-Driven Innovations

Forrester's Customer Insights

CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? age of the customer customer experience customer experience index (CX Index) government Innovation technology-driven innovation

Must-see government and public sector sessions at X4 2020


Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. Go behind the stories from breakthrough government and public sector organizations.

5 ways to build better government with citizen feedback


You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Online panels , also sometimes referred to as “research panels,” are growing in popularity as a way for local governments around the world to collect resident and citizen feedback about topics that matter to their communities. Government officials use the feedback to help make decisions.