Remove Consumers Remove Government Remove Measurement
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Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In

eglobalis

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Many B2B firms also lack a central CX team in one survey, 28% had no coordinated CX governance which underscores the challenge of breaking down departmental barriers. At the same time, B2B customer expectations have risen.

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Improving Government CX – The Fundamental Building Blocks for Success

Comm100

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.

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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

Governance mechanisms should be put in place early, led by leadership. For instance, some companies form a CX governance board comprising senior leaders from sales, marketing, operations, services and finance, chaired by the CX executive sponsor. Rather than chasing a single number, CX leaders monitor a dashboard of these metrics.

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A Shopping Checklist to Find the Best Live Chat Providers for Government Websites

Comm100

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. The Best Live Chat Providers for Governments .

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

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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A complete guide to improving customer service in government [with best practices & use cases]

Comm100

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

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4 Foundational Steps to Improving Service Delivery in Government

Comm100

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. .