Customer Bliss

JULY 3, 2018

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.

Government 120

Government Customer Experience Management Customer Experience Management 120

eglobalis

DECEMBER 11, 2024

Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design. Robust data governance practices are necessary for legal and ethical compliance.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. They manage changes that can have impacts on people, processes and/or technology and provide regular updates to the organization.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

DECEMBER 3, 2024

A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs. Scale A solid customer-centric culture begins materializing in this stage.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Culture Describe your corporate culture including how it is differentiated from your competition. What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Customer Bliss

DECEMBER 13, 2016

billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. Assessing maturity models and frameworks in the marketplace, and adapting one to suit CA Technologies. Driving Cultural And Operational Change. Uniting The C-Suite.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Governance tools and processes to coordinate centrally, along with the project management required to facilitate. How to invest in Customer Experience. Defining a customer experience strategy is not enough.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

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

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

Up Your Service

APRIL 30, 2017

In this book, Ron Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes. Building a service culture takes a lot of effort, especially at a larger scale.

Books 75

Books Technology Culture B2C 75

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 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. Technology The pace of change in the contact center industry is mind-blowing. Instagram worthy?

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. Technology The pace of change in the contact center industry is mind-blowing. Instagram worthy?

Contact Center 156

Contact Center Culture Leadership Call Center 156

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

BlueOcean

AUGUST 6, 2020

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? Technology.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

InMoment XI

JULY 12, 2023

Leveraging Technology for Enhanced Experiences Just like every other part of your business, technology can significantly enhance the customer experience, too. Explore emerging technologies like chatbots, artificial intelligence (AI), and data analytics to gain insights and improve the customer experience.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

West Monroe

JULY 21, 2024

There’s no question that Generative AI (GenAI) is a game-changing technology. As business and technology leaders, we must ask ourselves: What’s the game we’re playing, and what’s our strategy to win? Our Take: Throw out the playbook on traditional corporate governance.

Government 52

Government Technology ROI Roadmap 52

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.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

BlueOcean

OCTOBER 8, 2021

One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. One of the guiding principles, in fact, states that “culture + governance = execution.”. You can look to one of our clients in the field of smart technology for a real-life example.

2021 177

2021 Customer Experience Contact Center Government 177

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Culture Employee Experience 93

BlueOcean

AUGUST 21, 2019

And yes, the RFP 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. 2. Technology. 5. Culture. But it doesn’t define an organization’s culture in the areas where it truly matters.

Contact Center 159

Contact Center Culture Leadership Engagement 159

West Monroe

OCTOBER 11, 2023

Utilities are acquiring more technologies and becoming more interconnected—making it more important than ever to incorporate IT in decision-making. As utilities embrace digital ways of working, the need for IT governance grows. There’s clear friction, and it breeds a culture lacking in harmony and trust.

Government 52

Government Culture Definition 2022 52

BlueOcean

APRIL 24, 2024

Governance Structure Any customer-facing entity should understand the critical importance of transparency and trust. Here are a few governance-focused ESG RFP questions. Describe your governance structure, including board composition (if applicable) and mechanisms for ensuring ethical conduct?

Contact Center 177

Contact Center Government Measurement Document 177

ClearAction

APRIL 3, 2015

Hope was expressed about HR group’s H2H (human-to-human) skills and aspirations to enable operational excellence and cultural transformation. CX governance structure: what does the company need, according to the organization and customers? Cultural Guidance. Company culture that embraces CX can be a huge selling point.

Engagement 121

Engagement Customer Experience Government Culture 121

CX Accelerator

SEPTEMBER 24, 2019

Understand that each of the teams and departments you work with will have their own micro-culture, their own way of doing things. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Maz Iqbal

DECEMBER 10, 2014

Notice, it is not discovering some secret recipe nor the latest shiny miracle technology. Final Thoughts: Leadership and Governance. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance. How does one honour a principal?

Customer Centricity 110

Customer Centricity Government Retail Leadership 110

Beyond Philosophy

JUNE 13, 2019

It all boils down to your company culture. Establishing a customer-centric culture of an organization is crucial, and also one of the hardest things to do in business. Your champion for a culture change should be disciplined, vigorous, and willing to devote the time it takes to establish the culture in your organization.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Customer Bliss

AUGUST 1, 2017

Prior to joining Aon Tom was employed as a Senior Customer Experience Analyst for Forrester Research during which he worked with client business and technology leaders to develop customer-obsessed strategies to drive business growth. That’s what the culture change component of CX is all about.

Customer Experience 0

Customer Experience 2016 B2C Retail 0

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. At this point we have the technology and data prowess to actually know our customers - and predict their needs - but we still aren't there yet.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Alida

JUNE 23, 2017

With Amazon’s technological horsepower behind it, Whole Foods will have the engine required to build an unbeatable innovation engine. This in parallel with Amazon introducing lower cost Prime membership for citizens on government assistance programs. With Whole Foods’ 450 stores, that has dramatically changed.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

BlueOcean

APRIL 24, 2024

Governance Structure Any customer-facing entity should understand the critical importance of transparency and trust. Here are a few governance-focused ESG RFP questions. Describe your governance structure, including board composition (if applicable) and mechanisms for ensuring ethical conduct?

Contact Center 156

Contact Center Government Measurement Document 156

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? Ask: Do teams have the right tools and technology to collect, evaluate and direct action around customer feedback? Friends don’t let friends send out bad surveys that are not tied to real action!

Social Media 361

Social Media Customer Journey Contact Center Feedback 361

ShepHyken

APRIL 8, 2019

My Comment: Is it possible to learn a customer service lesson from government? Several government agency rock-stars met to discuss how to improve customer service. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. The short answer is yes.

Article 110

Article 2019 Customer Service Hotels 110

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. This meant dealing with real-time issues and constantly monitoring technology, ensuring that the process would be stable.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

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. So, so that type of cultural leadership, right. That’s a city in California. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98