article thumbnail

B2B Customer Experience Governance


B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

article thumbnail

How to reduce wait times in government offices


Most government offices around the world are faced with the twin challenges of strained resources and outdated systems.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.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Governing the customer experience

MyCustomer Experience

What governs the customer experience? From the customer’s point of view the answer may well be that their experience, good or poor, comes. 19th Jun 2023 By ElementalCoSec Director

article thumbnail

??How Code for America uses Intercom to bridge the gap between people and government

Intercom, Inc.

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. Here’s their story. ” Source: Code for America.

article thumbnail

Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

You'll walk away knowing how to: DEFINE the most effective CX measures and metrics for your organization MASTER the art and science of quantifying the value of customer experience NAVIGATE common pitfalls in quantifying CX value and gain tips for mitigation ESTABLISH a structured approach to embedding CX benefits into internal processes and governance (..)

article thumbnail

Improving Government CX – The Fundamental Building Blocks for Success


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.

CX 98
article thumbnail

4 Foundational Steps to Improving Service Delivery in Government


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. .