Experience Investigators by 360Connext

MAY 11, 2021

Technology and Tools. Governance and Discipline. Many leaders want to jump straight ahead to the technology and tools they’ll use to manage CX. CXM is often wrongly defined as a technology platform when instead it should be defined as a way of doing business. Now consider technology and tools. Yes, we do.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

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. Organizations advance to the final stage by leveraging the entire workforce and advanced technology.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

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

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

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience.

Airlines 370

Airlines Government Webinar ROI 370

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 98

Government 2022 2021 Document 98

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 88

Government Omnichannel Communication Technology 88

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 87

Feedback Government Hotels Workshop 87

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

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

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

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 97

Government 2002 Omnichannel Download 97

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. However, there are two areas the technology hasn’t mastered (yet): How to service itself How to tell a story with feedback. What is your plan to keep your team current on technology? Boy, how times have changed!

Feedback 370

Feedback Management Technology Government 370

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

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

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

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. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

InMoment XI

JULY 19, 2023

They can evaluate your existing CX program, from your customer listening strategy to your governance approach and beyond, to identify areas of improvement and suggest strategies to enhance customer satisfaction and improve on business-critical goals such as customer acquisition and retention.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

CSM Magazine

OCTOBER 30, 2024

The event also honored organizations like the Telecommunications and Digital Government Regulatory Authority (TDRA), Virgin Mobile UAE, Nakheel Community Management, NX Digital Technology, and Dubai Holding Community Management for their customer-centric initiatives.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

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

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

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. Cross-functionally workshopped the actions.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

CSM Magazine

OCTOBER 30, 2024

Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. These can provide you with the capital needed to hire more agents, upgrade technology, or invest in training programs. Cons: Interest payments.

Customer Service 52

Customer Service Government Competitive Advantage Financial 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

CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. They manage changes that can have impacts on people, processes and/or technology and provide regular updates to the organization.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

JANUARY 5, 2021

Leverage technology, tools, and data on behalf of the customer. The acceleration of technology means those brands that understand how to harness its power will provide better experiences for customers. But technology succeeds only if deployed with the customer experience top of mind, and not as an afterthought.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

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. To effectively address these concerns, banks must prioritize their investment in building robust AI governance capabilities.

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. To effectively address these concerns, banks must prioritize their investment in building robust AI governance capabilities.

Banking 52

Banking Government Roadmap Technology 52

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

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

CSM Magazine

FEBRUARY 3, 2025

The country aims to create 500,000 jobs in the BPO industry in the coming years by focusing on training youth in emerging technologies like artificial intelligence (AI) and machine learning (ML). A government hosted presidential roundtable will be held later this year to accelerate BPO growth and explore further opportunities in the sector.

Government 52

Government Communication Technology Information 52

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. This platform marks a significant milestone in our effort to empower the academic community with innovative AI tools and technologies.

Government 129

Government User Experience Document Innovation 129

Experience Investigators by 360Connext

JULY 20, 2021

Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Ask: Do teams have the right tools and technology to collect, evaluate and direct action around customer feedback? Friends don’t let friends send out bad surveys that are not tied to real action!

Social Media 361

Social Media Customer Journey Contact Center Feedback 361

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. Describe your governance model including details on senior management involvement on our account. What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

CSM Magazine

FEBRUARY 5, 2025

From renting office space to installing advanced technologies and hiring skilled staff, the initial costs can add up quickly. Research government and private grant programs designed to support initiatives in specific industries. For call centers, look into grants for customer service businesses or technology upgrades.

Call Center 52

Call Center E Commerce E-support Social Media 52

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 156

Contact Center Government Measurement Document 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. Describe your governance model including details on senior management involvement on our account.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156