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Entries for the ‘Web Self-Service’ Category

Targeting Investments in Customer Engagement Transformation

In a recent cross-industry survey of CIOs, respondents were asked to apportion investments to improve customer engagement across seven areas. The results indicate that investments were needed in multiple areas and the CIOs aimed to achieve broad transformation rather than specific, targeted improvements. (Click on the chart to expand the image and then Back to […]

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Three Keys To Successful Web Self-Service

So, you want to implement Web self-service? That’s a good idea and an admirable goal. Several solutions are available to help you achieve it. However, if you want your Web self-service to be successful, you need to keep three key points in mind—always respect your customers’ time, your customers know more than you, and you […]

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Top 5 Predictions for Public Sector Customer Service in 2014

It’s time for my Top 5 predictions for public sector customer service in 2014. Enjoy! 1. The public sector will adopt customer-centric user models for their digital user interfaces When people look for information on the Web today, they use a search engine that has a single input field intuitively inviting them to enter the details […]

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“Digital First” strategies enabled by LAGAN Enterprise 14R1

Released on January 14, this major new release - LAGAN Enterprise 14R1 - enables you, the Public Sector, to fully unlock the economic value that can be derived from your “digital first” strategies by: Increasing the services available for digital consumption through the release of a portal that provides secure access to customer data and transactional services Enabling […]

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Learnings from the #channelshiftcamp unconference 2013

This being my first “unconference,” I wasn’t entirely sure what to expect from the 2013 Local Government #channelshiftcamp event organized by the Public Sector Customer Services Forum (PSCSF). Hosted by Derby City Council and held in its impressive new council offices, the event kicked off with some of the attendees (including myself) pitching channel shift ideas for […]

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Daniel Smiley’s Diary – July 2013

July 13th.  Just back from holidays.  Got the tan I wanted…  result!  Airline was great.  It’s online booking process worked like a charm after all.  That email reminder I got back in June with the flight details was timely too – I got the departure day mixed up!  Really positive vibe on both flights, too. […]

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The case for a ‘digital first’ framework

It’s very easy to put some transactional services onto the web, but that doesn’t mean you’ll get the efficiency savings you need. Despite most (if not all) public sector organizations having already put their services online, many would privately feel that they have stalled in their online initiatives, despite having some initial success, and need to make more efficiency savings. I believe […]

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Web Self-Service: Strategic Imperative For Unifying Multichannel Customer Support

Recent research from Gartner advises that “self-service customer support strategies must include proper planning for many channels and functions coming together to deliver the same great customer experience irrespective of the customer touch points.” i We couldn’t agree more. As a strategic advisor and technology provider for many of the best-known brands and government agencies […]

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The CIO Holds the Keys to Outside-In

Providing engaging and satisfying customer experiences across the whole of the customer journey, all channels at all times, has become critical to organizations’ success. Customers’ expectations have rocketed while at the same time their ability to express their dis-satisfaction has exploded with social media and commercial review models. Enterprises need to think and operate in […]

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Open data is so passé, open services are what we really need

On its own, open data certainly has its uses, but they are limited. And the attention it continues to get makes it harder for anyone to talk about what makes data really powerful – open services. So what are open services? An open service is one that is freely available to everyone to use. The […]

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