Customer Experience Governance: Do This, Not That

ClearAction

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).

How Government Can Better Embrace Digital Customer Service Channels

HGS

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?

Guest Blog: Technology Trends That Will Govern the CX Landscape

ShepHyken

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.

AI Success: Data science vs. data governance

Aspect

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

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.

Combating global phone fraud

TRUSTID

” To help call centers struggling to keep up with phone fraud and other advanced social engineering schemes, the new TRUSTID IDENTIFIER identification and authentication solution helps all types of businesses, including financial institutions, health care, government.

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

ShepHyken

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

Coffee, Tea or Laptop?

ShepHyken

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

Customer Experience Transformation Through Proactive Engagement

ClearAction

Proactive Engagement through Data Governance. “In In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker.

We’re Not Happy Until You’re Not Happy

ShepHyken

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

Break Down Barriers to a Great Customer Experience

CX Journey

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment.

Are You Flying by the Seat of Your #CX Pants?

CX Journey

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place?

Amplify Your Transformation with CX Champions - Part 1

CX Journey

Do you have a governance structure in place for your customer experience transformation efforts? Not having a governance structure is one of the 7 Deadly Sins of Customer Experience. Because a governance structure is about oversight and execution.

The 7 Deadly Sins of Customer Experience

CX Journey

Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery.

Amplify Your Transformation with CX Champions - Part 2

CX Journey

They need to be supported, and they need to be able to discuss challenges, barriers, and successes with the other committees of the governance structure. champions customer experience customer-centric customer-centric culture employee experience governance transformation

Private equity firm takes control

ClearAction

Financial Governments International Allegations Litigation TaxesPrivate equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry.

Regulatory Requirements that Impact US Call Centers Using a Publicly Switched Telephone Network

ChaseData

Federal regulatory requirements for call centers are a uniform set of rules that govern all call center operations in the 50 states and in American territories. Federal authorities governing call centers are the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC).

Blockchain has much to offer the CX community, but a realistic timescale is less clear

Sabio

Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed.

5 Ways to Grow Your Business by Emulating the Big Boys and Treating Your Customers Right

Win the Customer

Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization. In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional.

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.

A 3x Growth Rate in Jamaica – How Does Alorica Do it?

Alorica

Long-term planning by government and private-industry leaders like JAMPRO and the Business Process Industry Association of Jamaica (BPIAJ), a robust and growing class of educated youths and a rich cultural heritage built on warmth and generosity have proven to.

New Technology: Leadership Is Essential

Brad Cleveland

The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

How is Middle East Gearing Up for Customer Experience Challenges

Ameyo

Digital transformation is the reality of today’s world as evolving technologies are disrupting each and every aspect of business, government, and individuals’ lives.

The Six Laws Of Customer Experience (Video)

Customer Experience Matters

Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers. This video explains The Six Laws of Customer Experience.

Giftex

OctopusTech

Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. Launched in 1988, Giftex is a leading exhibition organizing company.

Giftex

OctopusTech

Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. Launched in 1988, Giftex is a leading exhibition organizing company.

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Make This Small Change For Big Results

Beyond Philosophy

So, the government chose to be self-serving to the benefit of hundreds, if not thousands, of its citizens. We all have a Status Quo Bias when it comes to decision making.

New Technology: Leadership Is Essential

Brad Cleveland

The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

The expanding threat of phone fraud

TRUSTID

How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today.

Optimize Agent Performance with Live Actionable Intelligence

CafeX

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts

Sorry POTUS, But Good Business Does Require Heart

Customer Experience Matters

I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don’t involve heart. In fact, in business you’re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make […]. Customer experience Executive leadership

Escape the Contact Center Paradox: Narrow your Focus

HGS

3.Ruthlessly Calibrate, Communicate, and Align Effort (An Operational Governance Model) Effective contact centers establish a controlled system for monitoring, evaluating, and directing the actions and decisions of account teams. HGS Operational Governance Model Engagement Matrix.

Is Trust Dead? If So, Revive It!

Beyond Philosophy

How Does Time of Day Affect How Much We Sell?

Beyond Philosophy

Dieters dip into the pint after work or school or dealing with children or bosses or government committees. Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best.

An Alternative Approach to Agent Training

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time.

City Communications stands up Avaya contact center in 24 hours

City Communications

In the wake of Hurricane Harvey, a major government agency turned to City Communications and Windstream to get their contact center stood up as quickly as possible to help the people of Houston.

How To Harness Customers Unseen Behavior

Beyond Philosophy

Lucky for him, Caesar proved victorious and overthrew the government instead of getting executed. Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision.

Be Honest: Are You Communicating Effectively?

Beyond Philosophy

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers.

Discuss Current and Future Home and Community Based Service Needs with Revation Systems at HCBS 2018

Revation Systems

Attendees will learn about innovations in home and community-based programs, listen to technology experts and network with Federal government professionals. HCBS programs across the nation are facing new challenges such as reduced budgets and a growing demand for services.

Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

The drop in the oil prices of late has forced governments to free up the markets, create competitive landscapes, and attract foreign investors. I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country.

The Remarkable Truth about (the Lack of) Workplace Privacy

Beyond Philosophy

as part of the government. Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers.