Comm100

MARCH 14, 2022

As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In US government, this score languishes at 4.5. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022.

Government 245

Government Wait Times Video Guidelines 245

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

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

MARCH 16, 2022

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.

Government 243

Government Customer Service Chatbots Effort Score 243

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. However, merely implementing these technologies without practical actions and listening to your customers and following the company mission and goals will not turn your company into a winner.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

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. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

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 419

B2B Culture Government Innovation 419

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

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

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. We also had a Customer Experience Council to engage the rest of the organization.

Airlines 370

Airlines CRM Government ROI 370

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

Comm100

DECEMBER 8, 2024

Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education. Enhance student engagement and streamline processes with Comm100 Transform student support with Comm100s AI chatbot.

Chatbots 130

Chatbots Financial System Course 130

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 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. However, the path forward is not without its challenges.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

AWS Machine Learning

DECEMBER 11, 2024

This approach works well for teams like ours with builders experienced in these technologies, as well as for teams who need deep control over every component of the tech stack to meet their business objectives. Software Development Manager based in Seattle with over a decade of experience at AWS.

Sales 90

Sales Customer Engagement Engagement Knowledge Base 90

Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022.

Technology 126

Technology Government Banking Trends 126

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. 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.

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

ECXO

JUNE 19, 2024

AI tools can create realistic visualizations that help consumers better understand and engage with product concepts. Implementing robust data governance practices is essential to ensure the responsible use of AI in product design. However, the strategic adoption of these technologies requires a balanced approach.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

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”. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

AWS Machine Learning

NOVEMBER 15, 2024

Our customers want to know that the technology they are using was developed in a responsible way. They also want resources and guidance to implement that technology responsibly in their own organization. Most importantly, they want to make sure the technology they roll out is for everyone’s benefit, including end-users.

Government 103

Government Knowledge Base Metrics System 103

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.

Insurance 49

Insurance Innovation Leadership Government 49

C3Centricity

JANUARY 25, 2025

It’s not the technology that’s failing it’s how we’re using it. Their “Consumer Intelligence Network” automatically tracks and adjusts brand signals, leading to a 40% increase in digital engagement, a 28% increase in consideration rates and identification of $2 billion in new category opportunities.

Marketing 156

Marketing Strategy How To Analytics 156

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

JUNE 24, 2020

When considering any technology investment, security and privacy are non-negotiable. This is all the more difficult for industries like government, healthcare, and financial services who must follow even more stringent security requirements. For many organizations in these sectors, the cloud is simply off-limits. Customizability .

Customer Engagement 130

Customer Engagement Software Engagement Omni-Channel 130

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

Comm100

APRIL 12, 2023

These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication. This means that assistive technologies won’t be challenged by the live chat window and can read out chats and interface buttons on the live chat widget.

Healthcare 246

Healthcare Video Communication Government 246

AWS Machine Learning

MARCH 18, 2025

This level of personalization is essential in the rapidly evolving AI landscape, where innovation often requires experimenting with cutting-edge techniques and technologies. The adaptability of SageMaker HyperPod means that businesses are not constrained by infrastructure limitations, fostering creativity and technological advancement.

Innovation 101

Innovation Training Resources Healthcare 101

West Monroe

JULY 21, 2024

There’s no question that Generative AI (GenAI) is a game-changing technology. As business and technology leaders, we must ask ourselves: What’s the game we’re playing, and what’s our strategy to win? Our Take: Throw out the playbook on traditional corporate governance.

Government 52

Government Technology Guidelines ROI 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn. Follow on LinkedIn. Michelle Duerst, VP Analyst at Gartner.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. A centralized contact center allows agents to seamlessly engage with constituents across channels and for each of those channels to share information so that the agent is always in the know.

Connections 137

Connections Contact Center Government System 137

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. A centralized contact center allows agents to seamlessly engage with constituents across channels and for each of those channels to share information so that the agent is always in the know.

Connections 136

Connections Contact Center Government System 136

InMoment XI

JULY 19, 2023

They can evaluate your existing CX program, from your customer listening strategy to your governance approach and beyond, to identify areas of improvement and suggest strategies to enhance customer satisfaction and improve on business-critical goals such as customer acquisition and retention.

Customer Experience 195

Customer Experience Customer Journeys ROI Customer Centricity 195