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

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

Who are your employees, anyway?

Nexmo

Governance Controls Internal controls Compliance Management Protect Oversight Access Duty Corporation Government“Firm Settles Russia Probe,” The Wall Street Journal , December 12, 2017 A5. Company working on US defense projects had Russian employees who lacked appropriate security clearances (and who stored some material on servers in Russia). No fine reported; company to institute new security protocols and thereby resolve criminal complaint.

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.

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.

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 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

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.

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).

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.

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.

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.

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 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.

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.

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?

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.

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

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.

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.

Is Trust Dead? If So, Revive It!

Beyond Philosophy

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.

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.

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.

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.

It’s Essential: Understand Your Customer’s Habits!

Beyond Philosophy

When you discuss habits in relation to the two systems of cognitive behavior, or what we call the Intuitive System (emotional and fast) and Rational System (logical and slow), the Intuitive System governs habitual behavior. We all have habits, good and bad. Few of us remember how they formed.

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.

Future Of Marketing Wins A Nobel Prize!

Beyond Philosophy

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1

The Competitive Edge Delivered by Speech Analytics

Monet Software

Speech analytics can also reduce agent attrition, and help with compliance with government and industry regulations regarding the handling of credit card information and other sensitive data.

Not meeting your Targets? Here’s why

Beyond Philosophy

They – like all humans – are irrational beings, and at least half of their decision making is governed by subconscious and emotional factors that even they don’t understand.

Proud Veteran Korey Evans Finds Camaraderie at SYKES

Sykes

I was on the roof of the government building and all of a sudden we were getting shot at. It was night in Ramadi, Iraq and Korey Evans and his unit were under attack. “I Bullets were flying over our heads. We got into a firefight against insurgents. But luckily we survived that.”.

CX FORUMS: 2018 Key Note Speakers

Livepro

His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries.