Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie also shares how she engaged with a very different type of C-Suite: the management level of the government. . When she started with the federal government, the role was new. About Stephanie.

Government 0

Government Leadership Customer Experience 2009 0

West Monroe

OCTOBER 11, 2023

As utilities embrace digital ways of working, the need for IT governance grows. But with the convergence of IT and OT over the last decade, there’s been an increase in the establishment of formalized IT governance committees. There’s clear friction, and it breeds a culture lacking in harmony and trust.

Government 40

Government Culture Definition 2022 40

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is there a “them versus us” attitude between folks on the frontline of production and the management teams?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is there a “them versus us” attitude between folks on the frontline of production and the management teams?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 14, 2024

Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Culture Describe your corporate culture including how it is differentiated from your competition.

Contact Center 156

Contact Center Culture Measurement Technology 156

BlueOcean

OCTOBER 14, 2024

Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Culture Describe your corporate culture including how it is differentiated from your competition.

Contact Center 156

Contact Center Culture Measurement Technology 156

West Monroe

JULY 29, 2024

Listen to "How to Make Gen AI a Cultural Movement, Not a Mandate" on Spreaker. It’s crucial to understand data usage and governance with these tools. EJ: Before talking about ROI, I want to note that adopting AI tools is a culture change. You still need to understand the technology and govern data use, as Sam mentioned.

Culture 59

Culture ROI Government Innovation 59

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Culture Describe your corporate culture including how it is differentiated from your competition.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Culture Describe your corporate culture including how it is differentiated from your competition.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

inmoment

JUNE 8, 2020

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. A well-governed CX program can help brands achieve transformational success, a better bottom line, and an improved experience for their customers. Management. Visibility.

Government 52

Government Net Promoter Score Financial Metrics 52

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway? Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Tricia Morris

AUGUST 11, 2015

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. Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance.

Government 81

Government Customer Service White Paper 2015 81

BlueOcean

OCTOBER 17, 2023

The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. Evaluating ESG through your RFP is complex.

Government 177

Government 2004 Automotive Customer Care 177

CX Workout - Ideas Blog

SEPTEMBER 10, 2020

Cultivating a customer-centric culture with Decooda Impact Analysis. One of the biggest challenges companies face is getting their teams to embrace a culture of customer advocacy. This inspires every level of an organization to embrace a culture of customer advocacy.

Customer Centricity 93

Customer Centricity Culture E-support Government 93

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Having a good project manager will increase the likelihood of that initiative’s success. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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. But customer experience management means designing an intentional journey for your customers. .

Document 358

Document Net Promoter Score Government Leadership 358

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. Getting buy-in from other senior managers. How to look at onboarding for building connection.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

JANUARY 30, 2024

Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives. Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government. Michelle holds 6 U.S.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture 2003 ROI Leadership 60

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Culture Technology 156

West Monroe

SEPTEMBER 4, 2023

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. ” I think of plumbing as infrastructure, security, data privacy and other aspects of technology management. The distinction to me is simple: Thinking of aspects like governance, performance, and capability to move fast.

Culture 52

Culture E Commerce 2004 E-support 52

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 40

Government Culture Customer Experience Customers 40

CSM Magazine

SEPTEMBER 19, 2024

Consumers, investors, and even governments are looking more closely at how companies manage their environmental impact. Programs are designed to teach professionals how to navigate regulatory challenges, adopt green technologies, and promote a culture of environmental responsibility within their organizations.

Government 52

Government Culture Innovation Transportation 52

Magellan Solutions

JULY 13, 2021

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. .

Government 40

Government 2021 E-support Social Media 40

Daniel Group

MAY 25, 2023

Governance is typically the word used to define the essential work that senior managers must do to ensure CX success. Governance provides clear direction for CX by: Setting a clear future outcome(s). Consider, for example, investing in a new inventory management system. Managing the ongoing process.

Government 52

Government 2023 Culture Touchpoint 52

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. The seven pillars for a great workplace culture. Youtube Channel. PLAY AND SUBSCRIBE.

Culture 52

Culture Books 2004 Employee Experience 52

InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. 3: Holistic View.

ROI 370

ROI Return on Investment Social Media Measurement 370

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. This is the heart of experience management!

Metrics 62

Metrics Management ROI Effort Score 62

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Healthcare 52

Healthcare Government Roadmap Culture 52

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity Government 52

Heart of the Customer

AUGUST 28, 2014

But the most important lesson is about culture. Culture is your most powerful tool to create change. Exploiting your culture can drive significant improvements quickly. But culture can also stymy the best-laid plans. Witness Best Buy, which thrived in the 90s and early 2000s, driven by a culture of individual innovation.

Culture 94

Culture Customer Experience Government Innovation 94

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. The post 7 Ways Modern Knowledge Management Helps Slash Operational Costs appeared first on eGain. How do you go about doing it?

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

BlueOcean

FEBRUARY 14, 2024

Dig into the results and data so you can clearly identify and articulate the impact and value of these managed services to your own internal stakeholders. The MSA and SOW need constructing to ensure the partnership is a win-win and everyone is clear on goals and measures, and governance. Assuming a cost-center mindset. It’s possible.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Thematic

AUGUST 22, 2024

In a recent webinar hosted by Thematic, Xperiente’s Managing Partner Musa Hanhan and Thematic’s VP Customer Operations Nick Stroud discussed the ongoing challenge of who truly owns the customer’s voice to leverage customer insights effectively.

Government 62

Government Feedback Customer Insights Webinar 62

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management 2022 Transportation 69

Qualtrics

MARCH 24, 2021

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. Only through investments in the people who execute the work of government can better ways of doing this work stick for good. Visit XM Basecamp.

Government 26

Government Webinar Demo User Experience 26