Think Customers

MAY 18, 2021

At a time when more people than ever are demanding an excellent customer experience (CX) from the private sector, federal agencies are increasingly focused on improving the government customer experience. The main takeaway is that while most government agencies have been slow to adopt, much less prioritize CX initiatives, that is changing.

Government 59

Government Insights Customer Experience Contact Center 59

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 71

Government Omnichannel Communication Technology 71

InMoment XI

DECEMBER 14, 2022

In the first episode of the XI Café Podcast we’re talking to legalsuper ’s CX Insights and Service Design Lead, Eslam Afifi. Where to Find the XI Café Podcast.

Tourism 370

Tourism Government Financial Innovation 370

InMoment XI

OCTOBER 26, 2022

Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). Every department should have a window into the insights you gain from your CX program—and be able to leverage them in their decision making. 2: Increase Experience Awareness.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Gainsight

SEPTEMBER 9, 2024

And, at the heart of it all, is real-time intelligence and insights. Let’s dive into the future of CS, empowered by real-time AI-enabled customer health insights. Real-time insights are the difference between being reactive and proactive. With real-time insights, much of this busy work becomes a thing of the past.

Insights 52

Insights Customer Success Net Promoter Score Government 52

Gainsight

SEPTEMBER 9, 2024

And, at the heart of it all, is real-time intelligence and insights. Let’s dive into the future of CS, empowered by real-time AI-enabled customer health insights. Real-time insights are the difference between being reactive and proactive. With real-time insights, much of this busy work becomes a thing of the past.

Insights 52

Insights Customer Success Net Promoter Score Government 52

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

West Monroe

JULY 16, 2024

Companies must also develop processes for data analysis that enable teams to measure success and develop actionable insights that drive continuous product improvement. Create a cycle for developing and testing hypotheses Once data collection and analysis methods have been codified, the next step is to turn this data into insights.

Insights 52

Insights Customer Insights Hospitality Government 52

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

SurveySensum

FEBRUARY 9, 2024

The insights you gain from the process can lead to informed decision-making and sustainable growth. Here are seven tips to ensure your market research endeavors yield meaningful and accurate results and insights. Writing down beliefs can skew your results and lead to inaccurate insights. Keep reading for some useful tips.

Insights 52

Insights Marketing 2022 Reference 52

Magellan Solutions

AUGUST 26, 2021

Data Governance is Critical for SMEs Wherein BPO Philippines Helps to Improve. How SME Can Improve Their Data Governance Through Data Management Outsourcing. Data governance means planning, oversight, and control over management of data and the use of data and data-related sources. . This goes hand in hand with data management.

Government 52

Government Document Management Information 52

Beyond Philosophy

OCTOBER 22, 2019

When you understand customers’ habits, how they form and how they are governed by the mind, you have a much better chance of making those crucial changes in customer behavior to become their habitual brand. The post Insights to understanding Customer Habits appeared first on Customer Experience Consulting. So, what are habits?

Insights 92

Insights Government Books Customers 92

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. Most government organizations want to be more customer obsessed.

Government 49

Government Leadership Customers Customer Centricity 49

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 297

B2B Customer Experience Customer Centricity Omnichannel 297

SurveySparrow

OCTOBER 17, 2023

It provides valuable insights for informed decision-making without conducting new surveys or experiments. This methodical approach transforms raw data into actionable insights, guiding businesses in their strategic endeavors. But, why is it important for businesses? Why not think about elevating your data collection too?

Insights 52

Insights Government Document Reference 52

West Monroe

JULY 16, 2024

Companies must also develop processes for data analysis that enable teams to measure success and develop actionable insights that drive continuous product improvement. Create a cycle for developing and testing hypotheses Once data collection and analysis methods have been codified, the next step is to turn this data into insights.

Insights 40

Insights Customer Insights Hospitality Government 40

Forrester's Customer Insights

JUNE 3, 2024

In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms. 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.

2024 32

2024 Insights Government Banking 32

Clarivate

MAY 21, 2024

The platform serves as a technology backbone, enabling accelerated and consistent deployment of AI capabilities across our Academia & Government portfolio of solutions. ProQuest Research Assistant Enabling users to navigate millions of full text academic works within ProQuest and easily obtain new insights for research and learning.

Government 129

Government User Experience Document Innovation 129

Avaya

JUNE 26, 2017

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. Ten years ago, there was no texting, web chat, smartphone apps, social media, and very little e-mail.

Government 47

Government Omnichannel Multi-Channel Contact Center 47

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

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Even the government came out against it. < [link] >> The post In The News: 3 Stories That Give Insight to Improving Your Customer Experience appeared first on CX Consulting. Forbes.com.

Insights 153

Insights Customer Experience 2021 Books 153

Thematic

AUGUST 22, 2024

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. “Voice of the customer is a component of your overarching CX strategy and is a way to connect customer insights to business outcomes.”

Government 62

Government Feedback Customer Insights Webinar 62

NICE inContact

APRIL 29, 2019

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. The post Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations? Aging contact center technology can become a major hurdle.

Government 54

Government Contact Center Omnichannel Technology 54

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. Businesses cling to the easy insights floating at the top of their datasets, but often miss the deeper insights hidden behind unstructured data.

Brands 397

Brands Roadmap Webinar Social Media 397

SurveySensum

DECEMBER 29, 2023

Patient Feedback Patient feedback serves as a beacon, providing invaluable insights that illuminate the path toward refining operational strategies within healthcare settings. Harnessing patient insights allows healthcare providers to tailor their approaches, fine-tune services, and amplify patient-centric care.

Insights 52

Insights Healthcare E-support Demo 52

Gainsight

AUGUST 14, 2021

What governance should we put in place when multiple teams want to use them? In part one of a three-part blog series, we walk you through the first secret to unlocking governance around your in-product user guide experience: people. What is too much or too little to put in front of the user? Want to see how Gainsight PX works?

Government 52

Government ROI Document Roadmap 52

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

Qualtrics

MARCH 16, 2020

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus. Asking promotes empathy. Provide Timely Information.

Government 52

Government Connections Call Center Communication 52

ShepHyken

APRIL 1, 2024

10x Improvement in Customer Experience by Deloitte Center for Government Insights (Deloitte) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. My Comment: Kudos to the government!

Article 82

Article Customer Service Government 2024 82

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

But although we’ve published reports on government CX, […]. 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.

Government 37

Government Employee Experience Connections Customer Experience 37

C Space

JULY 24, 2018

Nightingale’s Insightful Lessons. She was a 19th century insight manager. Florence, in this story, plays the role of the modern day insight manager. Create a brand around your insights. When we help clients launch long-term insight communities, we always encourage them to develop a brand to support the work.

Insights 60

Insights Hospitality Government Healthcare 60

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

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Financial 105

Financial Government Healthcare 2022 105

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Part one explains how Section 280 represents the opening of the next frontier in government customer experience.

Government 36

Government Customer Experience Webinar Customer Experience Professionals 36

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

ShepHyken

MAY 19, 2024

99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. I have added my comments about each article and would like to hear what you think too.

Article 85

Article Customer Service 2024 Government 85