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Using Closed-Loop CX Processes to Change Organizational Culture

Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer confusion Changing legacy “business as usual” internal rules or processes that are no longer necessary Changing the “optics” of […]

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Using LAGAN Enterprise to make a difference — one neighborhood at a time

When I tell people that I work at KANA, they automatically assume I work with big corporations to help them solve customer problems or improve their shopping experience. While that is an important part of what we do here, many people don’t realize that governments have customers, too — their citizens. And, just like businesses, […]

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Mobile self-service is all the rage at NASCIO 2013

The theme of the National Association of State Chief Information Officers (NASCIO) annual conference, held this year in Philadelphia, was “Leading Through Innovation and Collaboration.” The technology used repeatedly throughout the conference to showcase this theme was Mobile. Boston highlights LAGAN Enterprise/311/Citizen Connect On the first day, in morning session titled “The Challenge of Mastering […]

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US 311 Orgs: Update Your Knowledge Base. The Health Insurance Exchanges are Coming!

Regardless of your viewpoint, three years after being approved as part of the Patient Protection and Affordable Care Act (PPACA), the Health Insurance Exchanges are opening for registration in less than one month. In several states, such as Texas, insurers expect significant enrollment volumes. 1 Twenty-five states have decided to default to the Federal Exchange […]

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Trends in Resident Communication in Australia’s Local Government

Recently Annette Obermeier and I had the pleasure of working with Fiona Keough, CEO of the ATA, on a brief study of trends in Australian local government service centers. Thirty-four local government service center professionals participated in a survey that allowed us to better understand how Australian local government service centers are changing and compare this information with trends in […]

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Black Friday and the $38 Blu-Ray Player

9:00 PM – Ok, so it was actually Thursday night as this major retailer decided to start their sale a few hours before midnight. Black Friday has never been a huge event for us as my wife has all the gifts purchased and wrapped before Thanksgiving (as a result, she has no stress Christmas shopping […]

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Interacting with the Emerging Digital Citizen

In David Moody’s article titled “The Emergence of the Digital Citizen,” (PART 1, PART 2, PART 3) he boldly, yet I believe very accurately, predicts that by 2020 phone-based communication will represent the lowest percentage of government interactions. A key trend that supports David’s viewpoint is the rapid transition from “basic” mobile phones to smart […]

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The Case for a Multichannel Analytics System

Why Social Media Monitoring and Keyword-Based Listening is Already Obsolete Scenario: You are regularly tracking social media posts in forums, following Twitter and Facebook comments, or you’re looking at open-ended survey questions. You have selected a keyword tracking/social media monitoring tool and have been consistently tracking various keywords in those conversations with some success. You […]

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What Insights Can You Expect to Find Using a Multichannel Listening System?

Overtone analyzes millions of social media comments for many key industries. Recently, we took a look at the wireless and telecommunications industry and found an interesting correlation: The topic of switching providers is mentioned in nearly 1 in 5 social media comments about wireless service coverage. It may not come as a surprise that customers […]

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Is Your Social Media Strategy Growing Up?

Overtone has been developing Text Analytics and Natural Language Processing (NLP) technologies for years now, and unsurprisingly the general knowledge about these technologies and their inclusion in Voice of the Customer programs, Social Media Analysis, and CRM has increased dramatically. Where once many enterprises were interested in NLP (but weren’t sure how to incorporate it […]

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