CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.)

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? They do so with the use of quantitative and qualitative data and Human-Centered Design methods to identify and implement process and technology solutions to improve the Agency’s customer experience.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

West Monroe

SEPTEMBER 23, 2024

Notably, changing consumer sentiment and culture, growing technology and product innovation, and evolving dynamics of supply chains are driving trends for the industry to prioritize sustainability initiatives. Motivations to prioritize sustainability and decarbonization have shifted, specifically in manufacturing.

Transportation 52

Transportation Roadmap Consumers Technology 52

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version.

Healthcare 52

Healthcare Government Roadmap Culture 52

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them. The most pressing question they face?

Banking 52

Banking Technology Marketing Roadmap 52

West Monroe

JUNE 30, 2024

Now armed with both quantitative and qualitative benchmarks, the next pivotal phase begins: prioritizing and crafting a comprehensive finance transformation roadmap. Visualizing this matrix—typically done in an Impact vs. Urgency format—provides a clear roadmap for prioritizing initiatives.

Roadmap 52

Roadmap Government Financial Insights 52

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. At West Monroe, which I co-founded 22 years ago, we've built our reputation on being able to translate technology into EBITDA for business stakeholders.

Banking 40

Banking 2030 ROI Financial 40

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. Customers have grown more comfortable using technology and will continue to demand more from digital experiences moving forward. Are we prepared to adopt an agile governance mindset? Ready to modernize your own contact center?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

CSM Magazine

MAY 26, 2023

Look at workflows, data governance, and metadata management practices to pinpoint areas of improvement. This roadmap should outline specific steps, targeted initiatives, and any risks or dependencies that may arise. Initiatives : Establish targeted initiatives to address challenges such as data quality, data governance, and workflows.

Management 52

Management Roadmap Government Measurement 52

West Monroe

APRIL 22, 2024

Understanding the organization’s current state technology environment is vital, akin to understanding the team's current skillsets and weaknesses. This involves creating an integrated view of enterprise architecture or a target operating model—outlining future-state technology teams, applications, and surrounding infrastructure.

Government 52

Government Sports Leadership 2009 52

Gainsight

FEBRUARY 9, 2021

They can then connect the dots to the process improvements and technology to get the job done and the right people and teams to help make those changes. With Manny and Scott in separate teams and supporting so many leaders between them, governance has become something of a superpower in their toolkit. So how does PTC do it?

Government 52

Government Roadmap Leadership Customer Success 52

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Get hands on with the technology. Take an XM deep-dive into Government and Public Sector. Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity.

Government 29

Government 2020 Leadership Events 29

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version.

Government 40

Government Leadership Healthcare 2024 40

West Monroe

APRIL 3, 2023

Faced with ambitious decarbonization goals, accelerating electrification efforts, new regulatory requirements, and critical cybersecurity risks, industry leaders are looking to large, transformational technology deployments to adapt to new challenges and position themselves for the future.

Management 52

Management Government Technology Roadmap 52

Think Customers

JUNE 1, 2020

During the TTEC on-demand webinar, “ Contact tracing: Why the road to recovery requires people, process and technology ,” experts from TTEC and Pegasystems shared insights about how government agencies are ramping up contact tracing programs with a technology-enabled, empathetic approach. Speed is the name of the game.

Government 52

Government Webinar Roadmap Contact Center 52

West Monroe

MAY 1, 2023

The mandate of customer support has always been to balance the customer experience with efficient, scaled operations in the context of the product roadmap and known gaps. Far less clear, however, is the roadmap on where to begin and how to utilize these capabilities quickly and effectively. Is the technology mature enough?

Roadmap 52

Roadmap Metrics Customers Technology 52

West Monroe

JANUARY 30, 2019

Leading into the Enact stage of DEEPEN, your team will already have done a hefty amount of work defining a CX North Star , building a backlog of viable ideas and customer research, and creating a roadmap of initiatives based on their dependencies and key milestones. Create a CX Governance. Build a Measurement Framework.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Magellan Solutions

JUNE 14, 2023

The Power of BPOs for Disruptive Innovation You can partner with a trusted BPO company that assists in research and development, technology implementation, process optimization, and market analysis, enabling you to focus on core competencies while leveraging the BPO’s capabilities to drive innovation and transformation.

Innovation 52

Innovation Transportation Telecommunications Culture 52

West Monroe

NOVEMBER 9, 2022

The breadth of federal investments ranges widely from research and development of clean energy technological innovation to reduced utility bills for residential and business customers. Identify parallel pathway opportunities for decarbonization: IRA targets investments to reduce emissions with a technology-agnostic approach.

Presentation 52

Presentation Transportation 2030 2005 52

Customer Alignment

MARCH 2, 2018

Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team. Ensure these work streams underpin the blueprint and structure them into a time bound roadmap. The roadmap process is ongoing and iterative.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

West Monroe

FEBRUARY 19, 2024

But while smart grid technology such as digital sensors and distribution automation have advanced, so have customer expectations and regulatory requirements. Grid modernization solutions like Advanced Digital Management Systems (ADMS) or Advanced Metering Infrastructure (AMI) are well-known examples.

Innovation 52

Innovation Financial Roadmap Culture 52

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. IT and business leaders rate Artificial Intelligence (AI) as the No.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

2021 52

2021 2022 Metrics Leadership 52

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

2021 52

2021 2022 Metrics Leadership 52

CSM Magazine

JUNE 14, 2022

In 2021, we announced our roadmap for data sovereignty across Southeast Asia with a local data centre in Singapore after successfully on-boarding many new cloud customers in the APAC region. This was especially true for financial and government institutions.

Banking 59

Banking 2021 Roadmap 2022 59

Forrester's Customer Insights

APRIL 11, 2024

Successful zero trust implementations tackle fundamental organizational and technology problems before embarking on ambitious transformation projects. One government entity began their transformation by having sessions with stakeholders to understand potential impacts […]

Roadmap 36

Roadmap Government Technology 36

West Monroe

NOVEMBER 9, 2022

The breadth of federal investments ranges widely from research and development of clean energy technological innovation to reduced utility bills for residential and business customers. Identify parallel pathway opportunities for decarbonization: IRA targets investments to reduce emissions with a technology-agnostic approach.

Presentation 40

Presentation Transportation 2030 2005 40

West Monroe

NOVEMBER 9, 2022

The breadth of federal investments ranges widely from research and development of clean energy technological innovation to reduced utility bills for residential and business customers. Identify parallel pathway opportunities for decarbonization: IRA targets investments to reduce emissions with a technology-agnostic approach.

Presentation 40

Presentation Transportation 2030 2005 40

8x8

OCTOBER 17, 2018

Manufacturers face a similar challenge with 75% of supply chain practitioners saying digital projects across their companies are not managed under a single governance process, making enterprise-wide integration a challenge, according to a recent Gartner survey. So why invest in new communications technology? No problem. A quick aside.

Communication 73

Communication Contact Center Roadmap Demo 73

West Monroe

FEBRUARY 19, 2024

But while smart grid technology such as digital sensors and distribution automation have advanced, so have customer expectations and regulatory requirements. Grid modernization solutions like Advanced Digital Management Systems (ADMS) or Advanced Metering Infrastructure (AMI) are well-known examples.

Innovation 40

Innovation Financial Roadmap Culture 40

West Monroe

JUNE 23, 2017

A defined implementation roadmap and rollout strategy is key to the team quickly becoming aligned and enabling a clear, focused delivery. Executive sponsorship is a must, as their commitment and guidance will help ensure alignment of the organization’s implementation roadmap and objectives. Instill a systems integration partnership.

Roadmap 56

Roadmap Government Technology Leadership 56

West Monroe

DECEMBER 21, 2021

To successfully seize these opportunities, health plans should pay close attention to three related domains: consumerism, technology enablement, and procurement capabilities. What tools, technologies, and approaches are available now to help contain costs and drive better experiences that didn’t exist five, ten, twenty years ago?

Healthcare 52

Healthcare Consumers Technology 2010 52

Magellan Solutions

JULY 14, 2021

Thus, it results in employees that are already familiar with the basics of technology and skills. In recognition of this threat, in 2016 the IT and Business Process Association of the Philippines (IBPAP) unveiled Roadmap 2022. They all fall under the IBPAP roadmap. Technology hubs. Emerging Segments. Commercial hubs.

Call Center 52

Call Center 2022 Roadmap 2016 52

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Eptica

MAY 11, 2017

Author: Olivier Njamfa This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future. Published on: May 11, 2017. Share this page on: Tweet.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

Gainsight

AUGUST 2, 2021

In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data. In most organizations, CS Operations governs six key components: Reporting. Reporting, data, and systems are on the technology side of your CS Ops functions.

Fashion 52

Fashion Leadership NPS Customer Success 52