Government Related Topics 
The Customer Service Blog
SEPTEMBER 3, 2021
That’s why the government has just announced a tightening up of the rules around online reviews - including making it illegal to pay someone to write (or host) a fake review. A plan to stop online consumer rip-offs has been outlined by the government.
Qmatic
JULY 27, 2022
Governments across the world are under pressure to improve government efficiency and public sector performance and at the same time contain expenditure growth.
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Qmatic
MARCH 15, 2022
At a time when citizens are demanding better service, government agencies are striving to find solutions for how to make it happen. The Biden administration recently updated guidance from the Office of Management and Budget [OMB] to improve customer experience.
Customer Think
SEPTEMBER 2, 2022
Government entities aren’t exactly known for their customer experience (CX) focus—we all know the dread of going to the Department of Motor Vehicles (DMV). But to be fair, government agencies haven’t really needed to care.
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.
MyCustomer Experience
DECEMBER 1, 2021
GWhat has corporate governance got to do with customers? It’s an interesting question and one with a simple answer: Everything. But the. 1st Dec 2021. By ElementalCoSec Director
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.
Qmatic
JUNE 15, 2022
Let’s state this simply: Visitors to a government office are more than a number. The government employees honestly want to help but are often expected to be miracle workers. But that said, sometimes that number is large, and each visitor can have complex needs.
Intercom, Inc.
AUGUST 3, 2020
As global unemployment rates continue to grow, people are looking to government for guidance, reassurance, and financial assistance. In the US, individuals who have recently lost their job or whose income has been impacted can apply for government benefits.
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization. NOT THAT : Do not wait until something gets rolling for a while to start thinking about governance of it.
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Qualtrics
DECEMBER 22, 2020
Governments at all levels face two key imperatives: Manage the complex delivery process AND proactively engage with residents before, during, and after vaccination. How can governments drive adoption through messages that people will hear and act on?
Customer Think
AUGUST 16, 2022
Each time we go online, we leave behind a trail of digital information. As consumers, we demand convenient, uninterrupted customer journeys from our favorite websites and apps, yet we are increasingly concerned about how our personal information is used by the companies we interact with.
Qualtrics
SEPTEMBER 10, 2020
At a time when cloud security protocols are more important than ever, Qualtrics is continually expanding the scope of our security and compliance programs to ensure the highest levels of security are met for government agencies. Find out why hundreds of government organizations use Qualtrics.
CommBox
AUGUST 10, 2021
According to ACSI 2020 report, citizen satisfaction with American federal government services plunges to a five-year low in the United States. . In 2018, McKinsey launched a customer-experience benchmarking survey of more than 20,000 citizens across 140 government services in 7 countries.
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.
Comm100
APRIL 12, 2022
The Covid-19 pandemic transformed the way that local governments interact with citizens. For many local governments, this came in the form of customer service chatbots. The improved service from local government chatbots can lead directly to improved customer satisfaction (CSAT).
Sprinklr
SEPTEMBER 8, 2021
“Government doesn’t need to worry about customer experience. I hear this fairly often when I tell people about my work in government customer experience. Customer experience (CX) efforts are growing in government, just like the private sector.
Customer Think
JULY 15, 2022
So, how to analyze different features of eCommerce platforms that are going to evolve the most along with the eCommerce ecosystem. As an Ecommerce-preneur, how should one look at it? How to compare eCommerce platforms under these scanners?
Qualtrics
MARCH 16, 2020
During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus.
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. Live chat for government helps to alleviate these concerns.
Qualtrics
JANUARY 29, 2021
2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.
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.
Comm100
DECEMBER 15, 2021
Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom.
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.
Heart of the Customer
JULY 12, 2016
The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer. As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon. I am reminded that the signing of a document, even one as revered as the Declaration of Independence, was such a decisive point in our history – actually in […].
MyCustomer Experience
JUNE 28, 2022
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 28th Jun 2022. By Rhys Fisher Staff Writer
Customer Think
SEPTEMBER 21, 2022
You have a Chief Customer Officer or a CX department in the business, but everyone in the organisation is tinkering with all things ‘customer’ Another area may own product or proposition development and customer strategy may sit elsewhere.
Heart of the Customer
FEBRUARY 19, 2015
I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey.
Taylor Reach Group
MAY 22, 2019
The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. Each time Jane’s journey plays out for another taxpayer or call center staffer, taxpayers lose confidence in the government agency and increase the costs of call center operations. By Rosetta Lue.
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. Take an XM deep-dive into Government and Public Sector. Go behind the stories from breakthrough government and public sector organizations.
Taylor Reach Group
FEBRUARY 5, 2019
Control: Control future process performance (governance through new policies and procedures). Using the problems defined through the human-centered design research will point government in the right direction to which processes it needs to begin to hone it on. The problems government thinks are pertinent, may not be relevant in the eyes of the taxpayer.
Qualtrics
MAY 6, 2019
You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Online panels , also sometimes referred to as “research panels,” are growing in popularity as a way for local governments around the world to collect resident and citizen feedback about topics that matter to their communities. Government officials use the feedback to help make decisions.
Qualtrics
MARCH 31, 2020
Now more than ever, government IT departments are being asked to lead. In working with governments across the country, we’ve compiled a few best practices for how to ensure that IT remains a strategic partner in government operations - in or out of crisis. #1:
Qualtrics
MARCH 24, 2021
From my first experience with human centered design - the foundation of experience management - I knew it had the potential to revolutionize how government accomplishes its mission. The post How to spread XM in your government organization?
Qualtrics
MARCH 29, 2019
federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. For government agencies just getting started with Section 280, we thought we’d compile a list of what we’ve developed so far. Part one explains how Section 280 represents the opening of the next frontier in government customer experience.
Taylor Reach Group
OCTOBER 29, 2021
The ongoing pandemic continues to impact on individuals, business and government. Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers. Taylor Reach has experience working with county/city, state/provincial and federal governments, within North America and internationally.
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. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division. Customers as Assets Podcast Colorado Governor's Office of Information Technology customer experience customer service CX cx leadership government CX William Chumley
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