eglobalis

MARCH 13, 2025

Many B2B firms also lack a central CX team in one survey, 28% had no coordinated CX governance which underscores the challenge of breaking down departmental barriers. With proper governance structures and accountability measures, they ensure those values translate into sustained actions and measurable improvements.

CX 238

CX CX Transformation B2B B2C 238

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 CX Omnichannel Social Media 98

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 97

Government Social Media Artificial Intelligence Legal 97

Comm100

MARCH 14, 2022

In US government, this score languishes at 4.5. For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022.

Government 98

Government Customer Service Customer Satisfaction CX 98

ECXO

JUNE 11, 2023

With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability. A Customer Centricity governance framework is a challenging project, and learning process, which takes time to build, and to learn to work with. Too often KPIs are isolated in silos, and not correlated across departments.

Customer Experience 366

Customer Experience Government CX Customer Loyalty 366

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 93

Government Omnichannel CRM Compliance 93

Qmatic

JULY 26, 2023

Most government offices around the world are faced with the twin challenges of strained resources and outdated systems. Combined, these two problems often cause inefficient operation and service delivery, which is reflected in the long wait times that citizens face when dealing with public sector agencies.

Government 96

Government 96

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 98

Government CRM Omnichannel Case Management 98

Comm100

MARCH 16, 2022

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 98

Government Customer Service Compliance CX 98

eglobalis

MARCH 4, 2025

Trust and ethical AI usage remain fundamental to customer adoption, requiring clear governance policies and ongoing training for AI systems. To drive optimal AI agent experiences, organizations should continuously refine their AI models, invest in real-time AI-human collaboration tools, and create transparent escalation paths.

AI 199

AI Sentiment Analysis Contact Center Healthcare 199

ECXO

JUNE 13, 2023

Data management helps transform, integrate, govern and secure data while improving its overall quality and reliability. Most companies also want to be able to provide quality data to its marketing teams, but just 21 percent can do that today. The answer is strong data management capabilities.

Predictive Analytics 401

Predictive Analytics Government Sales Customer Retention 401

Customer Think

AUGUST 17, 2024

At the heart of a customer-centric company is a CX governance structure. Consumer expectations are ever on the rise, and those organizations that foster experiences that meet and exceed expectations will see dramatic benefits. CX […]

Government 69

Government CX Customer Experience 69

Intercom, Inc.

AUGUST 10, 2020

The PaperKite team, which is made up of approximately 30 UX researchers, UI designers, and developers, has partnered closely with the Ministry of Health and local government across New Zealand. Business owners had lots of questions about how they should reopen, what the government expected of them, and so much more – Intercom saved us”.

Government 197

Government Legal 197

Customer Think

JULY 23, 2024

However, to ensure successful and sustainable citizen development initiatives, it is crucial to establish effective governance models. In this blog post, we will explore the importance of governance in citizen development, […]

Government 59

Government Technology Technology 59

Callminer

AUGUST 9, 2017

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be driving up the cost.

Contact Center 182

Contact Center Government Customer Experience 182

Doing CX Right

AUGUST 15, 2024

Government CX is just as important as private sector customer experience. The post From Government CX to Private Sector: Breaking Through ‘Doom Loops’ and Red Tape appeared first on Doing CX Right. Read lessons about new initiatives that can benefit all industries.

Government 59

Government CX Customer Experience 59

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. They bake environmental and social responsibility, and good governance, into every aspect of what they do. They are also actively seeking out companies that share their sense of purpose and values.

B2B 367

B2B Innovation CX Government 367

Intercom, Inc.

APRIL 28, 2021

Centralize governance. The more you centralize cost governance, the less time you have to spend on it. “The more you centralize cost governance, the less time you have to spend on it. Crafting tagging policies and implementing them to provide visibility on spend. No surprises.

Engineering 211

Engineering Government Invoicing Finance 211

Uniphore

DECEMBER 21, 2021

Joined the World Economic Forum’s (WEF) Global Innovators Community , where we hope to pioneer the next generation in advanced AI, machine learning and automation, and define the global agenda for technological development and governance. Launched our new Uniphore AI-Driven Capabilities , providing enhanced customer experiences.

Machine Learning 49

Machine Learning Innovation AI Government 49

Intercom, Inc.

MARCH 25, 2021

That is why we are proud to announce that Intercom has successfully completed a HIPAA attestation examination, which means that we now help our customers fulfil their obligations as we store and process data relating to health in a manner consistent with HIPAA standards.

Healthcare 268

Healthcare Compliance Government Technology 268

Adrian Swinscoe

SEPTEMBER 9, 2024

According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways businesses can navigate current and future challenges first appeared on Adrian Swinscoe. This is a guest post by David Banaghan who is the Interim CEO at Occupop.

AI 147

AI Government Artificial Intelligence 147

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. These teams should be empowered to make decisions and have the autonomy to implement quick solutions.

B2B 382

B2B Customer Experience Touchpoint CX 382

Qmatic

JANUARY 15, 2025

Government organizations worldwide often find themselves in a difficult positionfacing budget constraints while being expected to maintain or even increase the quality of public services despite having less funding.

Government 52

Government 52

Adrian Swinscoe

OCTOBER 2, 2024

According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways businesses can navigate current and future challenges first appeared on Adrian Swinscoe. This is a guest post by David Banaghan who is the Interim CEO at Occupop.

AI 130

AI Government 130

Uniphore

JANUARY 4, 2022

Throughout her career, she has counselled and partnered with some of the world’s most senior corporate and government leaders and their teams. Previously, Annie held various strategic communications and marketing roles for the global technology giant Cisco for nine years.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Qmatic

OCTOBER 26, 2022

Citizen demand for better delivery of public services has put digital transformation at the top of the agenda for many public service leaders. While some have cited tight budgets, staffing shortages, and legacy systems as top barriers to making the switch, many others have pulled it off with tremendous success.

Government 81

Government 81

Intercom, Inc.

MARCH 26, 2020

The government of Andorra is using Intercom to collect critical health information, educate their citizens about the disease, and direct them to available resources. Healthcare startup Lifen is using Intercom to support medical staff in France who are monitoring patients’ symptoms remotely on their platform.

Healthcare 171

Healthcare Government Education Technology 171

Uniphore

JULY 30, 2021

Granted, you need a mature governance process for change management -- without the statements of work and multiple software development sprints that seem like marathons. If agility is the name of the game, are you able to make changes on the fly, test and launch your changes into your production environment without significant delays?

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

Customer Think

NOVEMBER 23, 2021

For B2B sellers, grasping the thought process behind a customer’s purchasing decisions can be particularly challenging, as that thought process isn’t strictly governed by logical elements. Photo by Unsplash, CC0 1.0 What’s the greatest hurdle you face when trying to sell your products and services?

B2B 130

B2B Government Sales Customer Loyalty 130

Shep Hyken

JUNE 28, 2021

Can Disney’s Customer Service Model Work in Government? Governing) In the public sector, customer service can easily devolve to “our way or the highway.” My Comment: How would you like the customer service at a government agency to be as good as going to a Disney theme park? by Carl Smith. by Joseph Michelli, Ph.D.

Customer Service 129

Customer Service Government CX Start-ups 129

Inside Customer Service

APRIL 22, 2021

One company sold products to local governments. Each government customer had a complex set of procedures for verifying, shipping, and billing orders. A great option is to create a knowledge base that puts all procedures in one searchable directory.

Mystery Shopper 176

Mystery Shopper Customer Service Government Retail 176

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. “But what are you talking about?”, you might be asking, well, let me explain to you better.

CX 358

CX Customer Satisfaction Innovation Customer Feedback 358

Callminer

NOVEMBER 20, 2019

Employers who receive letters or other forms of communication requesting information regarding previous or current employees are generally not required to respond unless these are presented to them by government entities.

VOE 140

VOE Legal Government Compliance 140

Intercom, Inc.

APRIL 4, 2018

Holistic governance is key to avoid overlapping and over-messaging. Pick the most impactful reasons to talk to your customers and always be as targeted as you can. It’s also a great idea to have have just one person or team keep a close eye on your entire communication plan.

Government 216

Government Start-ups Customer Experience Sales 216

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.

CX 307

CX Customer Journey Map CX Transformation Government 307

Conversation Agent

JULY 25, 2022

Consider an example of this concept in a comment about corporate governance Peter posted on a LinkedIn Group ten years ago. Here's what he said (insert your pet theory in place of governance, and it still works): Believe it or. It goes in the same category with “those who do not learn from history are doomed to repeat it.”

Government 112

Government 112

ECXO

JUNE 19, 2024

Implementing robust data governance practices is essential to ensure the responsible use of AI in product design. AI tools rely on vast amounts of data to generate insights and designs, raising concerns about the protection of sensitive information.

AI 386

AI Customer Experience Legal Manufacturing 386