CSM Magazine

FEBRUARY 28, 2025

In this high-stakes environment, data governance services stand out as a vital pillar of protection. By ensuring data accuracy, integrity, and proper stewardship, data governance frameworks enable organizations to detect and prevent fraudulent activities before they spiral out of control.

Government 52

Government Financial Banking Technology 52

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence.

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

DECEMBER 11, 2024

Robust data governance practices are necessary for legal and ethical compliance. Data Privacy and Compliance Ensuring compliance with data privacy regulations, such as GDPR and CCPA , while collecting and analyzing customer data can be complex.

Insights 353

Insights Customer Journey Mapping Omnichannel Effort Score 353

InMoment XI

OCTOBER 26, 2022

Across the hundreds of brands and partners we’ve worked with here at InMoment, we have learned what works, formed a cohesive and proven approach, and can now guide our clients toward a successful CX governance strategy. Through these actions, a small cross-functional CX governance committee was formed.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

DECEMBER 14, 2022

Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven record of designing and delivering CX programs across different sectors such as Financial Services, Government, Tourism, Oil and FMCG in Australia, Africa and Asia.

Tourism 370

Tourism Government Financial Innovation 370

Experience Investigators by 360Connext

MAY 11, 2021

Governance and Discipline. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? Customer experience is supposed to be fun and focused on customers – do we really need to talk about governance? THIS is why governance is so critical.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

eglobalis

OCTOBER 29, 2017

To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary. What is simplicity exactly? The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis.

Technology 394

Technology Customer Experience Government Customers 394

eglobalis

DECEMBER 4, 2024

These arguments fail to recognize that technology is only as effective as the strategies that govern its use. AI Requires Human Oversight to Remain Effective AI and predictive algorithms are only as good as the questions and inquiries we made, and the data and governance that guide them.

2030 414

2030 B2B Culture Government 414

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

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. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

InMoment XI

MARCH 3, 2022

One effective strategy is to utilize a governance model that will keep your company in alignment and accountable. It’s also core to the progression and structure of your business. So many companies are organized in siloes, but it’s highly beneficial to a CX program if you close the gaps between departments.

Fashion 370

Fashion Government Webinar Measurement 370

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 90

Feedback Government Hotels Workshop 90

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. Before we explore the five stages, it’s essential to understand the role of a CX team throughout this process.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

OCTOBER 28, 2021

This governance component is critical to ensuring alignment and accountability in the organization around the customer experience. We also had a Customer Experience Council to engage the rest of the organization. Nearly all companies are organized around functional silos—sales, marketing, operations, pricing, finance, HR, IT, etc.

Airlines 370

Airlines Government Webinar ROI 370

InMoment XI

MAY 4, 2022

I’d much rather know and have the courage, strength, and conviction to allow for the data to be free-flowing than to worry about what kind of governance we put on that.”. “Then we’d better get a hell of a lot better,” Lorne Rubis told the Financial Post. Study What Other Companies Are Doing To Build Employee Loyalty.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

InMoment XI

DECEMBER 30, 2021

The first element is a proper governance structure. Maybe you need to zoom out and reconsider whether your experience framework is really pushing the envelope. That’s what Eric Smuda and Alexandra Gibson (InMoment) go into by fleshing out three common elements in transformational CX programs.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

eglobalis

MARCH 4, 2025

Trust and ethical AI usage remain fundamental to customer adoption, requiring clear governance policies and ongoing training for AI systems. To drive optimal AI agent experiences, organizations should continuously refine their AI models, invest in real-time AI-human collaboration tools, and create transparent escalation paths.

Contact Center 198

Contact Center Virtual Agent Healthcare E-support 198

ShepHyken

FEBRUARY 3, 2025

Its intriguing that the government wants to push this type of legislation. The result can be a demotivated team and lower customer satisfaction scores. The result can be a demotivated team and lower customer satisfaction scores. Some companies make it easy to buy from them but make it hard with lots of friction to get help.

2025 73

2025 Article Customer Service Loyalty Programs 73

InMoment XI

MARCH 21, 2022

Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to. Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022.

Brands 397

Brands Roadmap Webinar Social Media 397

CSM Magazine

APRIL 3, 2025

Custom Experiences : Some Web3 platforms enable customers to curate their own rewards and perks through decentralized governance, offering a personalized experience that traditional systems lack. Imagine being rewarded with a limited-edition NFT for purchasing from a brand, which you can sell or trade later.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

GetFeedback

MAY 8, 2019

Hundreds of companies, including large enterprises, small businesses, nonprofits, and government agencies, shared how they collect and utilize customer service feedback to make a long-lasting impact. Organizations from around the world contributed, from North America to Europe, Asia to Latin America — 39 countries and 280 cities, to be exact.

Customer Service 268

Customer Service Metrics Healthcare Government 268

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

ShepHyken

JUNE 28, 2021

Can Disney’s Customer Service Model Work in Government? Governing) In the public sector, customer service can easily devolve to “our way or the highway.” My Comment: How would you like the customer service at a government agency to be as good as going to a Disney theme park? by Carl Smith. by Joseph Michelli, Ph.D.

2021 148

2021 Article Customer Service Government 148

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. These teams should be empowered to make decisions and have the autonomy to implement quick solutions.

B2B 372

B2B Customer Experience Customer Centricity Omnichannel 372

GetFeedback

MAY 10, 2020

Establish these five committees to properly structure and govern a cross-functional CX program.

Government 358

Government Article 358

InMoment XI

MAY 6, 2020

The Australian Government (CSC) decided to tackle this initiative, in order to reinvent and relaunch their Voice of the Customer program. It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback.

Government 195

Government Article Feedback Communication 195

ShepHyken

JUNE 7, 2021

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. My Comment: Anytime I hear that the government is going to focus some efforts on customer service and CX, I get excited.

Article 138

Article 2021 Customer Service Loyalty Programs 138

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.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

BlueOcean

APRIL 14, 2023

AB: What should or could governments do to protect society from inherent risks of widespread adoption of ChatGPT? ChatGPT: Well, there’s definitely a role for government to play in ensuring that the widespread adoption of ChatGPT and other AI technologies is done in a way that protects society.

Government 156

Government Customer Service Representative Technology Definition 156

InMoment XI

DECEMBER 6, 2021

Creating a best-in-class CX program requires expertise in dashboard and questionnaire design, governance to ensure alignment across programs, a structure that reduces the possibility of customers being over-surveyed, analytics, etc. What resources and expertise do you have in-house?

Feedback 370

Feedback Management Technology Government 370

Eptica

JUNE 15, 2022

Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Tags: Local Government Categories: Trends & Markets. Read the full article here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Technology 126

Technology 2022 Government Banking 126

Experience Investigators by 360Connext

JANUARY 5, 2022

This team was given a clear CX Charter and understand their role is to help prioritize CX initiatives and provide governance around CX efforts. Now that customer experience is such a big part of the organization, it’s time to set up a team. You set up a CX Team of cross-functional leaders.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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

InMoment XI

JULY 4, 2022

You need to ensure that you have the governance around your customer experience program to drive change. It is vital that you maintain momentum in your CX program transformation. Remember, customer experience is not a linear piece. Rather, it is a continuous improvement journey.

ROI 370

ROI Return on Investment Social Media Measurement 370

GetFeedback

FEBRUARY 13, 2019

This data was presented to their government and the proof of their success led to an increase in government funding. Automating surveys makes proving their claims easier, gaining trust from their government and securing more funds along the way. The figures strongly suggests the positive impacts volunteering has on individuals.

Measurement 199

Measurement Government Feedback Information 199