Comm100

MARCH 14, 2022

In US government, this score languishes at 4.5. For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. 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

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. Chapter 2: The state of customer service in government today.

Government 243

Government Customer Service Chatbots Effort Score 243

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 235

Leadership B2B B2C Effort Score 235

InMoment XI

APRIL 3, 2025

Customers today expect more than transactions; they expect seamless, engaging, and meaningful interactions across every touchpointwhether online, in-store, or through customer service. The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence.

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

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Sales and delivery teams provide invaluable data through regular customer interactions.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

AWS Machine Learning

FEBRUARY 19, 2025

Administrators can use SageMaker HyperPod task governance to govern allocation of accelerated compute to teams and projects, and enforce policies that determine the priorities across different types of tasks. We also discuss common governance scenarios when administering and running generative AI development tasks.

Government 70

Government Policies Resources Strategy 70

AWS Machine Learning

MARCH 18, 2025

As generative AI adoption accelerates across enterprises, maintaining safe, responsible, and compliant AI interactions has never been more critical. This feature enhances AI governance by enabling centralized control over guardrail implementation. About the Authors Shyam Srinivasan is on the Amazon Bedrock Guardrails product team.

Policies 83

Policies Interaction Government Resources 83

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. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Comm100

APRIL 12, 2022

The Covid-19 pandemic transformed the way that local governments interact with citizens. For many local governments, this came in the form of customer service chatbots. Among local governments, more than 60% indicate that they’ve either introduced chatbots or have plans to do so in the next 12-18 months.

Government 147

Government Chatbots Wait Times Knowledge Base 147

eglobalis

MARCH 4, 2025

Research from Gartner emphasizes that while AI can automate routine interactions, very few [self-service solutions] possess the capabilities to resolve customer issues fully, and some level of assisted service will always be needed. Detect frustration or confusion and automatically route interactions to human representatives.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

eglobalis

DECEMBER 4, 2024

CX is far from deadit is transforming, as all aspects of business do, but its relevance endures as long as businesses are built around human interaction and relationships. Key arguments for CXs supposed demise include: AI and machine learning will automate all customer interactions. based B2B professionals.

B2B 419

B2B Culture Government Innovation 419

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. Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . Re)gain trust . Adopt omnichannel customer engagement .

Government 130

Government Engagement Omni-Channel Chatbots 130

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Governance and Discipline. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? THIS is why governance is so critical. Yes, we do.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

AWS Machine Learning

SEPTEMBER 23, 2024

This is crucial for compliance, security, and governance. In this post, we analyze strategies for governing access to Amazon Bedrock and SageMaker JumpStart models from within SageMaker Canvas using AWS Identity and Access Management (IAM) policies. We provide code examples tailored to common enterprise governance scenarios.

Government 106

Government Policies Resources Fashion 106

InMoment XI

MARCH 3, 2022

In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. One effective strategy is to utilize a governance model that will keep your company in alignment and accountable. But measurements are not outcomes. They only tell you that there’s a problem. .

Fashion 370

Fashion Government Measurement Voice of Customer 370

InMoment XI

MAY 4, 2022

Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email. Train employees in soft skills as well, like de-escalating a situation, and feeling and expressing empathy. Give Employees the Time They Need.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Comm100

DECEMBER 8, 2024

AI chatbots are making this a reality, revolutionizing how students interact with their schools. These specialized chatbots go beyond resolving basic questionsthey are built to handle diverse and complex student interactions, from enrollment inquiries to personalized learning support.

Chatbots 130

Chatbots Financial System Course 130

AWS Machine Learning

OCTOBER 20, 2023

However, implementing security, data privacy, and governance controls are still key challenges faced by customers when implementing ML workloads at scale. Governing ML lifecycle at scale is a framework to help you build an ML platform with embedded security and governance controls based on industry best practices and enterprise standards.

Government 119

Government Self Service Policies Resources 119

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. The Impact of AI AI is transforming the way businesses interact with customers.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

AWS Machine Learning

NOVEMBER 7, 2024

We also dive deeper into access patterns, governance, responsible AI, observability, and common solution designs like Retrieval Augmented Generation. Interactions with the shared services goes through this HTTPS endpoint. The environment Admin has access to the generative AI gateway and interacts with the core services.

Government 105

Government Self Service Policies Resources 105

Experience Matters

OCTOBER 10, 2017

Thaler applied behavioral economics to government interactions with citizens. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO). Note: there’s some foul language]. So what does this have to do with CX design?

Government 143

Government Financial Interaction Customer Connectedness 143

ECXO

JUNE 13, 2023

Data management helps transform, integrate, govern and secure data while improving its overall quality and reliability. Getting that unified customer view of customer better prepares you to provide relevant and meaningful real-time interactions no matter which of your channels the customer chooses.

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. This governance component is critical to ensuring alignment and accountability in the organization around the customer experience. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 370

Airlines CRM Government ROI 370

Calabrio

MARCH 31, 2025

This generative capacity, we now know full well, can enable dynamic, context-aware interactions , allowing businesses, through a number of use cases, to deliver highly personalized and efficient contact center customer experiences. (This is what led many, in the earliest days of ChatGPT, to liken the tool to autocomplete on steroids.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

AWS Machine Learning

MARCH 25, 2025

By preserving session state between interactions, Session Management APIs enhance workflow continuity, enabling generative AI applications, such as virtual assistants and multi-agent research workflows, that require persistent context across extended interactions. This is important if you have to review specific tool calls.

Management 103

Management Healthcare Government Resources 103

AWS Machine Learning

AUGUST 9, 2024

Retrieval Augmented Generation (RAG) has emerged as a leading method for using the power of large language models (LLMs) to interact with documents in natural language. In this collaboration, the AWS GenAIIC team created a RAG-based solution for Deltek to enable Q&A on single and multiple government solicitation documents.

Government 120

Government Healthcare Knowledge Base Innovation 120

GetFeedback

MAY 8, 2019

Most customer service teams are surveying customers within 24 hours of their interaction. Hundreds of companies, including large enterprises, small businesses, nonprofits, and government agencies, shared how they collect and utilize customer service feedback to make a long-lasting impact. Most agents filter feedback by type of issue.

Trends 268

Trends Customer Service Comparison Metrics 268

AWS Machine Learning

MARCH 27, 2025

How Cross-Region inference works and interacts with SCPs Cross-Region inference in Amazon Bedrock is a powerful feature that enables automatic cross-Region routing for inference requests. Lets examine a scenario that highlights the critical interaction between cross-Region inference and SCPs. MULTISERVICE.PV.1

Policies 95

Policies Government Resources Examples 95

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer Experience Customer Experience refers to how customers perceive their interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

AWS Machine Learning

AUGUST 21, 2024

Amazon DataZone is a data management service that makes it quick and convenient to catalog, discover, share, and govern data stored in AWS, on-premises, and third-party sources. However, ML governance plays a key role to make sure the data used in these models is accurate, secure, and reliable. For Select a data source , choose Athena.

Government 109

Government Data Banking Analysis 109

AWS Machine Learning

JUNE 21, 2024

In this post, we share how eSentire built AI Investigator using Amazon SageMaker to provide private and secure generative AI interactions to their customers. Each LLM call builds upon the previous one, creating a cascade of interactions that collectively produce high-quality responses.

Interaction 115

Interaction Training Data Customers 115

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

Kayako

AUGUST 12, 2022

The pandemic pushed late adopters into new ways of shopping and interacting. Picture your customer visiting their state’s government agency office to complete a routine task. As the example above shows, in-person interactions don’t guarantee positive customer engagement via a personalized experience. Discover Kayako Single View.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. This aligns all team members around the experience they should strive to provide regardless of if they interact with customers directly or not.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines. Meanwhile, active data enables agility.

Government 89

Government Data Hospitality Healthcare 89