Comm100

JANUARY 5, 2022

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 .

Government 243

Government CRM eBook Software 243

eglobalis

MARCH 13, 2025

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. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 232

Leadership B2B B2C Effort Score 232

ECXO

MARCH 11, 2025

Action Point: Establish a cross-functional CX governance team that ensures alignment across all departments. In Part 3 , we will explore how culture and employee engagement play a pivotal role in sustaining a CX transformation and how companies can build a truly customer-centric workforce.

B2B 310

B2B Strategy Customer Journeys Net Promoter Score 310

InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. We all need to get engaged in this approach and get started. Surveys alone no longer suffice.

Culture 195

Culture Social Media Loyalty Government 195

Comm100

MARCH 21, 2022

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. .

Government 220

Government Omni-Channel Wait Times CRM 220

Comm100

DECEMBER 15, 2021

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom. Adopt omnichannel customer engagement . Re)gain trust .

Government 130

Government Engagement Omni-Channel Chatbots 130

eglobalis

JUNE 27, 2024

Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone. Engage Employees: Ensure that employees at all levels are engaged in the feedback process. Form cross-functional teams to analyze feedback and implement changes.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Platforms like HelpCrunch, LiveAgent, and Olark help manage customer support and engagement through email, chat, social media, and phone.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 14, 2022

Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven record of designing and delivering CX programs across different sectors such as Financial Services, Government, Tourism, Oil and FMCG in Australia, Africa and Asia.

Tourism 370

Tourism Data Government Financial 370

InMoment XI

OCTOBER 26, 2022

Across the hundreds of brands and partners we’ve worked with here at InMoment, we have learned what works, formed a cohesive and proven approach, and can now guide our clients toward a successful CX governance strategy. When your employees are engaged in the experience, your organization will benefit.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

MARCH 4, 2025

Advanced LLMs like GPT-4 enable chatbots to engage in more natural, fluid dialogues and handle a wider range of queries. Guidelines on When to Engage Human Intervention Businesses must establish clear guidelines on when AI should escalate to a human representative. These include: When the customer explicitly requests a human agent.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

eglobalis

DECEMBER 4, 2024

Thoughtful content fosters credibility and maintains their engagement. When dissenting opinions were voiced, the response highlighted a reluctance to engage in meaningful dialogue, framing disagreement as personal animosity. These arguments fail to recognize that technology is only as effective as the strategies that govern its use.

B2B 414

B2B Culture Government Innovation 414

ECXO

JUNE 11, 2023

Employees who feel that their contributions are valued and that they are working for an organization that is making a positive impact in the world are more engaged and motivated in their work and perform better. With a Customer Centricity governance framework (‘Value’) comes visibility, and accountability.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

AWS Machine Learning

DECEMBER 11, 2024

For authentication, we use AWS IAM Identity Center for enterprise single sign-on (SSO), using our internal identity provider called Amazon Federate.

Sales 95

Sales Customer Engagement Engagement Knowledge Base 95

InMoment XI

DECEMBER 3, 2024

A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

MAY 4, 2022

ATB Financial, which has appeared repeatedly on Achievers’ 50 Most Engaged Workplaces list (and most recently as one of The Elite 8 ), encourages its employees to logon to the recruiting site Glassdoor and leave anonymous reviews of the company. Solicit Employee Feedback. How does an employee show loyalty? Through open communication.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Data management helps transform, integrate, govern and secure data while improving its overall quality and reliability. The answer is strong data management capabilities. But less than 20 percent have succeeded so far.

Marketing 401

Marketing Analytics Government Survey 401

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. We also had a Customer Experience Council to engage the rest of the organization. This governance component is critical to ensuring alignment and accountability in the organization around the customer experience.

Airlines 370

Airlines CRM Government ROI 370

InMoment XI

DECEMBER 30, 2021

From an employee side, are you doing something beyond your classic employee engagement study. The first element is a proper governance structure. How are the metrics of operations, be it call-center, first-contact resolution, field services, or retail, etc. Do you have an employee pulse metric by division, region, or queue?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

AWS Machine Learning

NOVEMBER 15, 2024

For now, we consider eight key dimensions of responsible AI: Fairness, explainability, privacy and security, safety, controllability, veracity and robustness, governance, and transparency. You can add up to 10,000 items to the custom word filter to filter out topics you don’t want your AI application to produce or engage with.

Government 108

Government Knowledge Base Metrics System 108

Experience Investigators by 360Connext

JULY 6, 2021

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Ultimately, your CX team is there to help with overall governance and prioritization for your CX efforts. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. As Forrester pointed out, focussing on post-sale customer engagement is crucial.

B2B 367

B2B Brands Innovation Government 367

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. At a local level , teams can engage in direct feedback sessions with customers, ensuring rapid responses to issues. Systems like VOC and companies such as Sandsiv help provide real-time customer insights.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Vonage

OCTOBER 2, 2017

A government employee questioned whether my service teaching had any value for his department. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.

Customer Service 186

Customer Service Tourism Government Culture 186

Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.

Customer Service 186

Customer Service Tourism Government Culture 186

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. This engagement can lead to stronger customer relationships and a deeper connection with your brand.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Russel Lolacher

MARCH 22, 2021

Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement? In 2019, Gallup reported only 35% of employees were engaged at work – defined as those who are highly involved in, enthusiastic about and committed to their work and workplace.

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

Opinionator

JUNE 20, 2022

Community government, though not a traditional business, benefits from community insights in exactly the same way. The post Community Engagement: How Citizen Feedback Can Help Local Communities appeared first on Opiniator. The voice of a customer can help the business determine where it is succeeding and what it can improve on.

Feedback 105

Feedback Engagement Government Company 105

Comm100

JUNE 24, 2020

This is all the more difficult for industries like government, healthcare, and financial services who must follow even more stringent security requirements. Deploying Comm100 on-premise gives businesses more control and autonomy over their customer engagement solution with features like private IP address and a dedicated web application.

Customer Engagement 130

Customer Engagement Software Engagement Omni-Channel 130

CSM Magazine

APRIL 3, 2025

Transforming Customer Engagement with NFTs and Loyalty Programs Web3 platforms are leveraging non-fungible tokens (NFTs) and blockchain-based loyalty programs to reimagine customer engagement strategies: Dynamic Rewards : Traditional loyalty programs are static, often requiring customers to accrue points that may have limited value.

Customer Experience 52

Customer Experience Loyalty Programs Government Gamification 52

Comm100

JANUARY 23, 2023

Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations. Treating customers poorly during a downturn may harm your brand when economic times turn bullish. Find out more about Comm100 today.

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

ShepHyken

FEBRUARY 3, 2025

How can you expect employees to be excited and fulfilled about working and engaging properly with customers if they are detached, which is how this problem is described? Its intriguing that the government wants to push this type of legislation. A set it and forget it approach wont engage todays consumers.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

Uniphore

DECEMBER 21, 2021

Joined the World Economic Forum’s (WEF) Global Innovators Community , where we hope to pioneer the next generation in advanced AI, machine learning and automation, and define the global agenda for technological development and governance. Launched our new Uniphore AI-Driven Capabilities , providing enhanced customer experiences. and India.

Insurance 49

Insurance Innovation Leadership Government 49

GetFeedback

FEBRUARY 13, 2019

This data was presented to their government and the proof of their success led to an increase in government funding. So if you send them a survey that’s really complex and doesn’t look professional, they just don’t engage. The figures strongly suggests the positive impacts volunteering has on individuals.

Survey 199

Survey Measurement Government Feedback 199