Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. We can’t do anything about those headwinds themselves, but we’re in the position to be able to govern our own response to them.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 97

Contact Center Customer Insights Insights Download 97

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 296

B2B Customer Experience Customer Centricity Omnichannel 296

Forrester's Customer Insights

JULY 12, 2023

Forrester data shows less than 10% of enterprises are advanced in their insights-driven capabilities. Data governance. The reason? Learn why.

Government 26

Government Insights 2023 Customer Insights 26

Thematic

AUGUST 22, 2024

In today’s data-driven landscape, Generative AI (Gen AI) can help clear the murky waters of customer feedback. The technology speeds up complex analysis and breaks down access barriers, meaning insights can be harnessed strategically for product innovation, business growth, and decision-making.

Government 62

Government Feedback Customer Insights Webinar 62

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Forrester's Customer Insights

OCTOBER 26, 2023

If a bipartisan group of Congresspeople succeeds, the White House’s Office of Management and Budget (OMB) will increase both the oversight and visibility of US government efforts to improve customer experience (CX).

Government 57

Government Customer Experience Management Customers 57

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Customer Centricity 49

Forrester's Customer Insights

JUNE 3, 2024

Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.

2024 32

2024 Insights Government Banking 32

Experience Investigators by 360Connext

JULY 6, 2021

A Customer Experience Charter can answer that question. What is a Customer Experience Charter? A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Ideally, the CX Team will review critical CX measurements and insights on a regular basis.

Document 358

Document Net Promoter Score Government Leadership 358

Forrester's Customer Insights

JULY 1, 2020

The notion of the customer at the center of government is not a new concept. For centuries, government employees have been identified as “civilian servants of the public” Becoming a politician or government departmental employee was considered a noble act of serving individuals, the community, and the nation.

Government 62

Government Customers Customer Experience 62

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. They constantly seek to understand their customers, their needs, and their expectations.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Forrester's Customer Insights

MAY 31, 2022

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.

Government 26

Government 2021 Measurement Customer Experience 26

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

Forrester's Customer Insights

SEPTEMBER 1, 2020

And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […].

Government 37

Government Employee Experience Connections Customer Experience 37

CSM Magazine

MARCH 18, 2024

For firms governed by the Financial Conduct Authority (FCA), this website is an asset. This extensive resource hub provides informative guides, practical downloads, training resources and insightful articles. Alongside reducing the risk of harm and complaint handling, actions increase customer loyalty and business reputation.

Government 52

Government Financial Download 2016 52

CSM Magazine

OCTOBER 18, 2024

Human Augmentation : By training Generative AI models on previous customer conversations and interactions, they can then assist human agents in real-time via chat or voice. Advanced Insights : While traditional search just returns lists, Generative AI provides specific, tailored answers.

Customer Experience 52

Customer Experience Innovation Government Technology 52

Thematic

OCTOBER 8, 2024

AI has many benefits for market researchers and insights analysts. It reduces time-consuming tasks, delivers deeper insights faster, and unlocks time for strategic work.  However, To assist buyers in navigating these challenges, ESOMAR, an independent global hub for research insights and analytics, created a list of 20 questions.

Government 62

Government NPS Feedback Document 62

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

2023 78

2023 Customer Experience Competitive Advantage 2021 78

Forrester's Customer Insights

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Government 52

Government Customer Experience 2018 Customer Expectations 52

CSM Magazine

AUGUST 13, 2024

Human Augmentation : By training Generative AI models on previous customer conversations and interactions, they can then assist human agents in real-time via chat or voice. Advanced Insights : While traditional search just returns lists, Generative AI provides specific, tailored answers.

Innovation 52

Innovation Government Technology Customer Journey 52

Forrester's Customer Insights

JANUARY 9, 2020

CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? Sadly, Forrester survey data shows that the quality of most agencies’ customer experience (CX) is mostly weak and uneven overall. And deepen your employee loyalty?

Government 26

Government Innovation Loyalty Engagement 26

Forrester's Customer Insights

JANUARY 29, 2019

CX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success.

Government 44

Government Customer Experience Customers 44

Thematic

JANUARY 17, 2019

How do you find meaningful answers and insights in survey responses? For best practice on how to draw conclusions you can find in our post How to get meaningful, actionable insights from customer feedback. Focus on your insights, not the data. Would you bet your customer insights on something that’s at best 50 accurate?

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Forrester's Customer Insights

SEPTEMBER 19, 2022

When we set out to do a Digital Experience Review™ of US and Canada government websites, my colleagues and I started by checking to see which sites were most heavily used and how they’re accessed. I can’t rightly say when the balance tipped in favor of mobile access over desktop, but we’re here now — […].

Government 26

Government Customer Experience Management Technology Management 26

Forrester's Customer Insights

JUNE 6, 2024

Like the changes wrought by open data and third-party apps in the 2010s, AI will revolutionize the internal workings of the public sector and how it engages with its constituents in the next 5 to 10 years.

Government 40

Government Engagement Insights 40

Forrester's Customer Insights

NOVEMBER 13, 2024

The global commercial AI software governance market is poised for exceptional growth. Forrester forecasts that by 2030, spending on off-the-shelf AI governance software will more than quadruple, reaching $15.8 billion and capturing 7% of overall AI software spending.

2030 34

2030 Government 2024 Marketing 34

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Analytics Practices in Customer-Centric Programs.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Forrester's Customer Insights

FEBRUARY 18, 2020

To gauge how well they serve customers, we evaluated seven of the most-visited sites. Our new report reveals how well they perform on 27 proven criteria and what they — and government organizations everywhere — can do to improve. The full report, The Forrester […].

Government 39

Government Customer Experience Customers 39

CSM Magazine

OCTOBER 28, 2021

Demonstrating clear ownership and governance of CX – Every area of an organization impacts CX, and it’s important for every function to understand the role they play—and the roles other functions play—so that everyone is working towards the same goals.

Customer Centricity 52

Customer Centricity Webinar Culture Government 52

Forrester's Customer Insights

OCTOBER 16, 2020

Technology transformation is a fundamental lever to change the working of government overall.

Government 36

Government Technology Customer Focused Customers 36

Qualtrics

OCTOBER 1, 2020

Finding these trends in key markets has allowed leading businesses, non-profit organizations, government agencies, and political candidates to segment their audiences and succeed in working with them. In turn, these can be used to gain insight about specific customer groups. What Are Demographic Survey Questions?

Insights 49

Insights 2008 2013 Sports 49

Michelli Experience

SEPTEMBER 4, 2018

Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer journey map to affect positive change in your organization. For most organizations, we talk about activation as a part of customer experience governance.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

ShepHyken

AUGUST 21, 2020

The challenge lies in understanding today’s changing reality and employees and customer insights and needs, so that you can equip your people with the right skills and tools. After we overcome the pandemic, there will be something else — with a different buzzword but also requiring us to transform, simplify, adapt, disrupt and comply.

Customer Experience 253

Customer Experience Culture Government Customers 253

Lumoa

FEBRUARY 9, 2023

Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

SurveySparrow

JULY 31, 2023

The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth. What is Voice of Customer Data Analytics? That’s what text analytics is all about! You know what?

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

Bob Hayes

OCTOBER 23, 2017

We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights. Provide evidence regarding the quality of the customer data (method). Report customer metrics for specific segments (reporting).

White Paper 68

White Paper Competitive Advantage Government Customer Centricity 68