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Government CX Demands a Chief Digital Officer

As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers and to provide a single vision across all methods of customer contact. This is a relatively […]

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What Is Government Customer Experience?

Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1 In a previous blog, I talked about how the U.S. government put plans in place to change this, […]

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U.S. Government’s Digital CX Seeds Ready to Bear Fruit

A recent Forrester report1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”* Kudos to the U.S. government for recognizing the importance […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 2

Successful digital strategies recognize the need to support customers through the provision of chat, email, voice and other suitable channels. Without offering a route to direct, more immediate contact than Web-based forms, the service being offered will fail to meet public demands and will actually end up costing money as customers take specific issues direct […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 1

The way we communicate is changing rapidly – not just the “how” but also the “why”. New technologies make it easier than ever to communicate with one another regardless of where we are – at home, at work or on the move. Against this backdrop, it is not surprising that older communication technologies are struggling. […]

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Shared Services: A New Era of Consistency in Local Government, Part 2

In my previous blog, I wrote about the concept of shared services, and some of the challenges and benefits for local governments. In this blog, I’d like to look at some real-life examples of how shared services can work. At KANA®, a Verint® Company, we’ve had many success stories when it comes to the implementation […]

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Shared Services: A New Era of Consistency in Local Government, Part 1

The sharing of IT services within local governments is not a new concept. However, whilst the idea has been around for more than a decade, cuts and a record period of austerity have resulted in more local government shared services initiatives being delivered in the past 12 months than in the previous decade. For the […]

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Customer Engagement Optimization Vs. a £2,500 Michael Bublé Album

The following video blog is based on a true story. Watch as KANA’s Head of Worldwide Product Strategy, David Moody, talks about how Coolhaven, a fictitious mobile telephone company, proactively resolved a customer issue expressed on Twitter relating to the purchase of a Michael Bublé album for an unexpected amount of £2,500! The true story on […]

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How to Understand Tomorrow’s Customer Today, Part 3

Previously, I discussed some key trends that ThinkJar principal analyst, Esteban Kolsky, highlighted in his latest report. So, what do these trends mean for the customer service industry overall and your organization specifically? While the rush into social has reached a plateau, the rise of digital channels (email, live chat and similar) continues with nearly […]

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How to Understand Tomorrow’s Customer Today, Part 2

ThinkJar principal analyst, Esteban Kolsky, discovered some interesting trends among customer service organizations in his latest report. In this post, I will be looking at three of them. Social customer service subsiding Social media hit the business world like a tornado, with just about everyone experimenting with some form of social engagement. However, this year, […]

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