INDUSTRY INSIGHTS YOUR PEERS ARE READING
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 MORE
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 MORE
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. MORE
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. MORE
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.'. MORE
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. MORE
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 MORE
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. MORE
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But despite that, citizens’ satisfaction with online government services remains high, according. Customer Experience Research Government E-Gov Satisfaction Index E-Government MORE
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. MORE
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 MORE
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. MORE
40 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. MORE
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. MORE
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. MORE
AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science MORE
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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. MORE
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. MORE
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. MORE
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. MORE
Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”. MORE
People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise. MORE
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. MORE
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. MORE
40 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. MORE
The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 MORE
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. MORE
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. MORE
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? MORE
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. MORE
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). MORE
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. MORE
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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. MORE
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. MORE
” 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. MORE
Government Related Topics Contact Center Pipeline
JULY 11, 2019
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.
Nuance
APRIL 30, 2019
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.
ShepHyken
JUNE 30, 2017
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.
Liveops
MARCH 8, 2019
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.
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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.
ClearAction
MARCH 23, 2015
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).
|
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. By Rosetta Lue.
Up Your Service
JANUARY 3, 2019
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.
Verint
FEBRUARY 13, 2017
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.'.
ForeSee
JUNE 7, 2016
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
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.
|
ForeSee
FEBRUARY 19, 2015
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.
ForeSee
DECEMBER 1, 2015
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.
Amity
MAY 26, 2017
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.
Verint
APRIL 5, 2017
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.
HGS
MAY 20, 2018
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?
Verint
JANUARY 26, 2017
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses.
ForeSee
NOVEMBER 6, 2014
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.
ForeSee
AUGUST 29, 2017
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
FEBRUARY 28, 2014
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.
ForeSee
MARCH 9, 2016
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
ForeSee
SEPTEMBER 4, 2014
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.
NICE inContact
APRIL 29, 2019
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.
Avaya
JUNE 26, 2017
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.
Topdown
MARCH 7, 2016
Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.
Verint
APRIL 28, 2017
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
ForeSee
MAY 5, 2015
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.
CSM Magazine
SEPTEMBER 21, 2016
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.
Aspect
JANUARY 6, 2018
AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science
ShepHyken
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
ForeSee
FEBRUARY 14, 2017
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.
ShepHyken
APRIL 19, 2017
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
ForeSee
OCTOBER 27, 2016
But despite that, citizens’ satisfaction with online government services remains high, according. Customer Experience Research Government E-Gov Satisfaction Index E-Government
ShepHyken
AUGUST 10, 2016
People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise.
ForeSee
FEBRUARY 14, 2019
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.
ForeSee
MAY 23, 2017
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.
Verint
JUNE 23, 2017
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
ForeSee
MAY 24, 2017
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.
ForeSee
AUGUST 9, 2018
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.
TRUSTID
SEPTEMBER 16, 2018
” 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.
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