Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022.

Technology 126

Technology 2022 Government Banking 126

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. Companies that digitize their customer support and order processing can significantly reduce friction, offering self-service solutions that empower customers to manage their needs.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 98

Government Omnichannel Connections Social Media 98

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. What is the Google Local Guide Program? Analyze Local Guides’ feedback for insights.

Management 195

Management Feedback Information Brands 195

COPC

OCTOBER 8, 2024

As information floods the business world, leaders strive to gain a competitive edge—seeking ways to make smarter choices, manage risk, and drive sustainable growth. 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.

Government 91

Government Hospitality Healthcare 2024 91

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. Strategic resource management is crucial for sustaining CX experimentation efforts.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

Comm100

MARCH 14, 2022

As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In US government, this score languishes at 4.5. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022.

Government 93

Government 2022 2021 Document 93

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. The Best Live Chat Providers for Governments .

Government 89

Government 2002 Omnichannel Download 89

Experience Investigators by 360Connext

MARCH 16, 2015

Blog Customer Engagement Customer Experience Featured conferences customer experience speaker customer feedback events linkedin SXSW technology webinar' Please tell me a little about your needs. Jon Drachenberg Jon Drachenberg is 360Connext''s administrative assistant and go-to guy!

Events 223

Events Customer Experience Webinar Telecommunications 223

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 75

Government Omnichannel Communication Technology 75

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

GetFeedback

MAY 8, 2019

We’ve uncovered new insight for retail, technology, banking, healthcare, manufacturing, nonprofit, and the list goes on. 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.

Customer Service 268

Customer Service Metrics Healthcare Government 268

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. Initiate The leadership starts approving key activities as it realizes the value of customer experience management.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Your CRM (customer relationship management) system is typically used by all of these parties. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customers 62

BlueOcean

APRIL 14, 2023

What if you could learn about a new technology just by directly asking it questions? I’m always happy to answer questions and chat about the exciting potential of technology in the customer service space. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX.

Government 156

Government Customer Service Representative Technology Definition 156

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. Uniting The C-Suite. That can’t be the norm.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

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

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

Experience Investigators by 360Connext

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? All good so far, right? How Customer Experience Maturity Splinters.

Social Media 361

Social Media Customer Journey Contact Center Feedback 361

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

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. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Culture Measurement 177

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

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. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

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. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Contact Center 156

Contact Center Average Handle Time Culture Measurement 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. Who on your management team reviews client reports on a regular basis?

Contact Center 156

Contact Center Culture Measurement Technology 156

West Monroe

JUNE 19, 2024

Further down-market, banks that have not developed AI may still gain benefits, as leading service providers are actively working to embed AI technology into software products and services. Third-party risk management will need to be augmented to assess AI risks introduced by vendor products and services.

Banking 52

Banking Government Roadmap Technology 52

West Monroe

JUNE 19, 2024

Further down-market, banks that have not developed AI may still gain benefits, as leading service providers are actively working to embed AI technology into software products and services. Third-party risk management will need to be augmented to assess AI risks introduced by vendor products and services.

Banking 52

Banking Government Roadmap Technology 52

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. operate with a large degree of autonomy. The evolution of cybersecurity regulations (e.g.,

Government 52

Government Culture Definition 2022 52

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

JANUARY 20, 2023

Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) Who on your management team reviews client reports on a regular basis? Project Management Who will you be interfacing with once you’ve partnered up with an outsourcer? and outline approach to new hire training.

Contact Center 156

Contact Center Customer Care Culture Technology 156

BlueOcean

AUGUST 6, 2020

Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) Who on your management team reviews client reports on a regular basis? Project Management. Now’s the time to ensure you will have the right make up of project management resources to sync up with your own internal team.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

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. Data integrity management Addressing possible issues of misinformation stemming from the training data, along with security and privacy, is crucial.

Government 129

Government User Experience Document Innovation 129

BlueOcean

OCTOBER 7, 2024

Technology The pace of change in the contact center industry is mind-blowing. Not too long ago, modern CRM integrations and call routing features felt like the pinnacle of customer experience technology. 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

Technology The pace of change in the contact center industry is mind-blowing. Not too long ago, modern CRM integrations and call routing features felt like the pinnacle of customer experience technology. 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

InMoment XI

MARCH 25, 2024

From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored. Benefits of Predictive Analytics in CX Predictive analytics is also making an impact on the way companies manage the customer experience. It’s an opportunity that your company can capitalize on today.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

CloudCherry

NOVEMBER 11, 2019

Murphy Fraser – Client Success Manager at Skillshare. According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program.

2019 170

2019 2020 Leadership Consulting 170

InMoment XI

JULY 12, 2023

Instead, your brand needs to have incredibly intentional customer experience management techniques in place. Leveraging Technology for Enhanced Experiences Just like every other part of your business, technology can significantly enhance the customer experience, too. Learn more about our services today!

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195