Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

Contact Center Pipeline

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake.

Guest Blog: Technology Trends That Will Govern the CX Landscape


The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.

Four steps to modernizing government IVR


Despite the public’s prevalent use of websites, mobile applications and social media to access information and conduct business, phone calls are still a primary link to government service.

Work trends exposed by the government shutdown


The recent government shutdown drove gig economy growth, but what does it all mean? After 35 days of political deadlock and disagreements across party lines, the most recent United States government shutdown that started on December 22, 2018 and came to an end on January 26th was the longest and costliest federal shutdown in U.S. Hundreds of thousands of government employees and contractors were furloughed or ordered to work without pay.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

eGain AI clients understand and answer One of the largest government organizations in the UK uses. optimization, and ongoing governance. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

Customer Experience Governance: Do This, Not That


Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

Is Governance + Risk + Compliance Stalling your Omnichannel Projects?


Do you have omnichannel projects that just aren’t moving along as fast as you think they should? What are the hurdles getting in your way? I’ve yet to find a scenario where it’s the technology that’s slowing things down. Don’t get me wrong, omnichannel isn’t easy.

How Human Centered Design Improves the Digital Contact Center Government Experience

Taylor Reach Group

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. By Rosetta Lue.

Making Melbourne a Better City by Connecting People with “The Government You Can Touch”

Up Your Service

Australia has three levels of government; federal, state, and local. But local is “the government you can touch”, where people in the city and around the world explore and consume the widest range of government services. Melbourne is using technology to connect with all these people and wants to get them involved to make government services even better. Ron Kaufman with Colin Fairweather and Daniela Mazzone at Dreamforce.

2017: Transforming Government Perspectives


Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'.

Mobile Managers Answer The Call In 51st E-Government Satisfaction Index


Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. E-Government Government

Achieving Customer Experience Excellence in Digital Government


The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee.

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Taylor Reach Group

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.

Mobile Matters for E-Government Digital Success


As a government department, agency or program, your goal is to serve citizens– efficiently, cost-effectively and using their preferred channels. The release of The ForeSee E-Government Satisfaction Index (Q3 2015) highlights mobile, increasingly the medium of choice for many people.

Customer Success in the Business-to-Government Sector


There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G. What Is the Business-to-Government Sector? Future Government Contracts.

Transform Government From the Outside In


A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with their online services.

How Government Can Better Embrace Digital Customer Service Channels


How Government Can Better Embrace Digital Customer Service Channels. These examples were designed to both support consumers in the way they want to communicate and also drive down costs in the long term, but whilst the Government show that being brave and seeking new ways of working can be successful, it is not clear why these strategies have not yet been adopted as standard procurement requirements. So where should Government start?

Digital Government: Making Customer Experience a Priority


Today’s release of the ForeSee E-Government Satisfaction Index (Q3 2014) marks the 44th consecutive quarter ForeSee has been reporting on citizen satisfaction with government websites. The post Digital Government: Making Customer Experience a Priority appeared first on ForeSee.

Improving Digital Engagement with the UK Government


Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses.

A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) 


And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research. The post A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) appeared first on ForeSee.

ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark


The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee.

Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index


Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee. Customer Experience Research E-Government

Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens


For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee.

The Best Omnichannel Solution for Your Government Agency


Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem.

Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations?

NICE inContact

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. The post Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations? Aging contact center technology can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible.

Federal Government Agencies Need Good Customer Experience Management, Too


Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.

GovTech Recap: What Priorities City and County Government CIOs Have in Common


This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Government Public sector Government and Public Sector Citizen Services Technology citizen engagement

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government


For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens.

What Motivates Government to Provide Better Customer Service?

CSM Magazine

For the most part, government has no competition. So why then would government care about providing good customer service? ” Notably, though, it does show generally improved scores for government agencies when compared to last year’s survey.

AI Success: Data science vs. data governance


AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science

5 Top Customer Service Articles For the Week of October 24, 2016


3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Customer Care Customer Experience government personalized marketing Twitter

New report: E-Gov should be driven by data, not politics


Government Research & CX Data E-Government FXI E-Government report Public SectorIt’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the.

Coffee, Tea or Laptop?


So, when faced with a government-imposed regulation, or even a tough company policy , what can you do, like Qatar Airlines has done, to comply, but still make it easier on your customers? Customer Experience company policy government policies Qatar Airlines

E-Gov satisfaction remains virtually unchanged despite a turbulent election season


But despite that, citizens’ satisfaction with online government services remains high, according. Customer Experience Research Government E-Gov Satisfaction Index E-Government

We’re Not Happy Until You’re Not Happy


People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise.

Citizen Experience is off to a good start under Trump (report)


Fortunately, the state of digital government services is strong, with steps being taken to ensure even greater improvement going forward. Government Research & CX Data Citizen Experience E-Government FXI E-Government reportWhen the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting.

The State of Citizen Experience: High Expectations and New Mandates Drive Continued Changes


government. CX Best Practices Government Research & CX Data ROI of CX UncategorizedThere’s good news for citizens: Digital services are being held to a higher standard across all layers of the U.S. The 21st Century Integrated Digital Experience Act (IDEA) was.

Sensors Do Not A Smart City Make—Part 1 (with apologies to Aristotle)


And, differing priorities and objectives across diverse operational needs—particularly in local governments—made agreement on which way to proceed difficult to achieve. Government Public sector Government and Public Sector Internet of Things smart cities local government

How better digital services can result in agency savings | Nextgov


The path to more conservative government spending lies in collecting and analyzing citizen experience data. Government Insights cost savings FXI E-Government report NextgovThis isn’t hyperbole or exaggeration, but rather a foregone conclusion with nearly two decades of research to back it up.

A-11 Requirements: An Opportunity for Federal Agencies to Delight Customers


GovernmentFor over 16 years, ForeSee has partnered with agencies to help them measure, understand, and act on data to in order to transform the federal customer experience and achieve better. The post A-11 Requirements: An Opportunity for Federal Agencies to Delight Customers appeared first on ForeSee.