Customer Bliss
JULY 26, 2018
That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. But it's worth it!
CX Accelerator
NOVEMBER 11, 2022
Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Resource: Leading Change by John P Kotter.
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Experience Investigators
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.
Futurelab
MARCH 20, 2022
CX PROFESSIONALS RESIDE IN VARIOUS DEPARTMENTS The finding that CX professionals report to, or reside within, various departments wasn’t a surprise. Still, the largest chunk (20%) sit in Information Technology (IT). I’ve seen CX professionals reside in Marketing, Sales, and Support, but the finding of IT was new to me.
ECXO
MAY 11, 2023
This is a five-level model that ranges from ad-hoc to transformational. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation.
CX Journey
MAY 29, 2018
That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. We covered a lot of territory as we discussed and deconstructed the hype around the latest disruptive technologies, citing real world and practical examples.
Customer Bliss
APRIL 12, 2019
With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. 3-Stage Approach to A New CX Transformation. The secret sauce of a successful CX transformation is to have internal engagement.
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