Interactions

JANUARY 21, 2025

A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction. But failing to give customers advance notice could expose your utility to corrective actions, fines or even government investigations.

Connections 62

Connections Poor Customer Service 2009 Virtual Agent 62

ShepHyken

FEBRUARY 4, 2025

I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Gs take on the concept is a little different, especially as it relates to the government’s efforts to create a better experience.

Feedback 87

Feedback Government Hotels Workshop 87

Comm100

JANUARY 5, 2022

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. The Best Live Chat Providers for Governments .

Government 97

Government 2002 Omnichannel Download 97

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But how do we connect our day-to-day activities and specific investments to these benefits? This even counts for nonprofit organizations, regulated industries, and government agencies. Start with why.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Experience Investigators by 360Connext

JULY 6, 2021

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Ultimately, your CX team is there to help with overall governance and prioritization for your CX efforts. The best way to do that is to share both data and stories that connect emotionally with leaders.

Document 358

Document Net Promoter Score Government Leadership 358

BlueOcean

MARCH 3, 2025

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. Its about the people we bring to the table and the people the vendor brings to the table connecting. Its a two-way street.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Comm100

MARCH 21, 2022

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. However, it’s not all doom and gloom. Here are the top five. .

Government 88

Government Omnichannel Communication Technology 88

ShepHyken

FEBRUARY 3, 2025

Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. Connect with Shep on LinkedIn.

2025 71

2025 Article Customer Service Loyalty Programs 71

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines.

Government 89

Government Hospitality Healthcare 2024 89

Experience Investigators by 360Connext

JANUARY 5, 2022

You helped other leaders communicate how their team goals were connected to CX success. . You were sure to communicate when the actions made an impact on the customer experience, and closed the loop inside the organization so leaders saw the connections between their actions. You set up a CX Team of cross-functional leaders.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customers 62

Experience Investigators by 360Connext

MARCH 16, 2015

While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can. More Posts - Website Follow Me: The post March Madness!

Events 223

Events Customer Experience Webinar Telecommunications 223

Customer Bliss

DECEMBER 13, 2016

Connect the work to profitability and revenue growth rate. Established a two-tiered governance council to guide and prioritize and provide resources. If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. They’ll deflect.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Oracle

APRIL 22, 2020

The respondents view companies as critical partners to governments, non-profit relief organizations, etc. 86% view their favorite brands as an essential safety net, ready to step up to assist anyone not helped by a government’s response to the virus. ” Communicate frequently.

Connections 91

Connections Government Hospitality Consumers 91

Experience Investigators by 360Connext

AUGUST 11, 2020

60% of long-term customers use emotional language to describe their connection to favorite brands , as reported by Deloitte Digital. Emotional connections are built on trust. In government and health care, for example, trust can come down to plain language on a paper form you ask a customer to fill out to receive services.

Brands 271

Brands Touchpoint Customers Healthcare 271

ShepHyken

JUNE 7, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! Nextgov) Legislation introduced in the Senate could infuse the federal government with some of the same customer experience principles in use by leading private sector companies.

Article 136

Article 2021 Customer Service Loyalty Programs 136

Customer Bliss

SEPTEMBER 27, 2018

Strategy: connecting the dots between customer experience and increasing revenue by explaining where Genesys was, where they need to be, and how they could help customers achieve success. Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CX Accelerator

APRIL 1, 2022

It’s a key ingredient in building a meaningful connection with your customers, and it may be the difference between keeping and losing their business. When you introduce yourself by name to the customer you make a human to human connection. Remember, transparency doesn’t happen without that human connection. Resist that urge.

Contact Center 266

Contact Center Communication Connections Customers 266

InMoment XI

SEPTEMBER 20, 2023

To add to the complexity, an increasing number of customers are demanding that companies take meaningful steps toward sustainability, reflected in their ESG (Environmental, Social, and Governance) commitments. NPSx by Bain & Company states that connected customer experiences, powered by AI, are the future of CX.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Customer Bliss

NOVEMBER 29, 2016

Accountability and governance in place. Know your numbers – connect the work to growth. Metrics measurement improvement. Communication. Employee improvement and employee experience. Embed methodology for cross company improvement efforts. Leadership engagement. My Pay-It Forward Question. Get a seat at the C-Suite table.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

GetFeedback

FEBRUARY 13, 2019

The volunteer centre’s role is to connect individuals with an organization that matches their job preferences. This data was presented to their government and the proof of their success led to an increase in government funding. The figures strongly suggests the positive impacts volunteering has on individuals.

Measurement 199

Measurement Government Feedback Information 199

Experience Investigators by 360Connext

JULY 20, 2021

Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Is that connected to the customer data overall? Friends don’t let friends send out bad surveys that are not tied to real action! Review how and where data is collected, used, and shared in the organization.

Social Media 361

Social Media Customer Journey Contact Center Feedback 361

Beyond Philosophy

JUNE 25, 2020

The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. One of the big ideas about memory is that a network structure connects memories. For example, if you think about a specific memory as a node, then there are also links connecting that node to other nodes.

Management 188

Management Insurance Net Promoter Score Connections 188

BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

JANUARY 17, 2017

Exceeded revenue targets by 30% and delivered green field ICT project providing sector wide savings and unprecedented levels of NSW Government Agency buy-in. Lead Transformational Change in a highly change fatigued organisation, revitalising employee and customer focus while driving major process reform programs.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Beyond Philosophy

AUGUST 13, 2020

There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. The automatic and intuitive side of our decision-making governs habitual behavior. The automatic and intuitive side of our decision-making governs habitual behavior.

Effort Score 182

Effort Score Net Promoter Score Government Document 182

Customer Bliss

DECEMBER 28, 2018

Through a combination of storytelling and analytics, Patricia shared her feedback with the C-Suite, and they worked together to create a set of governing principles to improve the lives of customers and employees. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Make it right the first time.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Customer Bliss

JANUARY 25, 2018

After 15 years leading digital and CX design for CitiBank, Tamar learned the importance of being customer obsessed, which includes: connecting dots for customers, servicing them properly, communicating in a consistent language internally and externally, and building relationships with the frontline and leadership. Click To Tweet.

Leadership 175

Leadership Culture Government Customers 175

InMoment XI

MARCH 25, 2024

By leveraging data-driven insights from predictive analytics, your company can foster meaningful connections with customers and achieve differentiation in today’s competitive marketplace. The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

CloudCherry

NOVEMBER 11, 2019

Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Alida

JULY 28, 2016

The effect is being felt everywhere, from business to science, from government to the arts,” the Economist continued. Big data can offer some answers, but continual human-to-human connections are required to fully understand the rapidly evolving marketplace. Big data is not just about digitizing existing information.

2010 160

2010 Social Media 2016 2013 160

CSM Magazine

NOVEMBER 2, 2023

Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. For the last six years I’ve admired Sigma Connected and its ways of working.

Connections 52

Connections 2030 2011 2023 52

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). But consumers everywhere increasingly connect how their data is handled with their perception of the brand. Yet, streamlining and connecting consumer identities must be weighed against the risks of using that data.

2023 143

2023 2022 Consumers Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Believe they have little to no control over what companies or the government can do with their data (73%). But consumers everywhere increasingly connect how their data is handled with their perception of the brand. Yet, streamlining and connecting consumer identities must be weighed against the risks of using that data.

2023 143

2023 2022 Consumers Connections 143