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Public Sector Customer Experience: A New Executive Order Puts People at the Centre of Government

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You may have heard that President Biden signed an executive order on December 13, 2021, to transform federal customer experience (CX) and service delivery as a way to rebuild trust in government.

“The federal government must design and deliver services in a manner that people of all abilities can navigate. We must use technology to modernise government and implement services that are simple to use, accessible, equitable, protective, transparent, and responsive for all people of … Read More

How Back-Office Operations Can Sabotage Your CX Strategy

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Last week was Customer Service Week! A great time to celebrate customer advocacy and happiness. Organisations are investing in customer experience-enhancing solutions and improving customer interactions. 

But did you know that, according to research from Aberdeen, 17% of customer dissatisfaction calls into the contact centre are because of issues in the back office?1 It is unfortunate because these poor customer experiences impact brand reputation, are counterproductive to contact centre CX initiatives, and are entirely … Read More

Happy Customer Service Week from Verint!

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Happy Customer Service Week from all of us at Verint!

Customer Service Week—as many of you know—is not new. And after the last year, we can all see that this year is a particularly good one to celebrate the people on the front lines of customer service—the ones who have kept everything moving forward despite exceptional, profound, unpredictable challenges.

According to the Customer Service Group, the U.S. Congress proclaimed Customer Service Week in 1992 … Read More

Forbes Comms Council: How CMOs Can Gain Command of the Customer Experience

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We can all probably name many ways the pandemic has wreaked havoc on both our personal and professional lives in the past 18 months. However, let’s also acknowledge that many opportunities have arisen—particularly in how organisations care for their customers. This has never been more important as their expectations continue to grow.

One opportunity worth exploring is becoming laser-focused on improving the customer experience. This is particularly critical now—a real gap exists between what organisations … Read More

Interaction Insights: Drive Organisational Agility

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By Daniel Ziv

Thank you to Ray LeBlanc for his help with this blog.

The last year has seen unprecedented change in the customer service industry.

… Read More

Succeeding with your Conversational AI/ Chatbot Implementation – Part 1

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Conversational AI/ Chatbots/ Intelligent Virtual Assistants, no matter what you call them, have become common occurrences these days. It’s hard to come across a famous brand that doesn’t have one. Still, the number of chatbots that are failing to achieve business outcomes are on the rise. In an APAC study, Coleman Parkes found that almost 50% of the respondents were frustrated with chatbots and live chats. The failed implementations give the overall technology a … Read More

In Conversation with Tanushree Dabral

In Conversation With . . . Tanushree Dabral

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In this first of a two part special, returning guest presenter Ian Harrison, Verints’ own Director of Customer Experience chats with Tanushree Dabral, CEO of PX Partners and an accomplished governance, risk, and compliance practitioner. during this episode Ian and Tanushree discuss what compliance means in the current climate, why its needed and the impact it has on customer engagement and the wider CX Landscape

Media player not working?
Here’s a direct link to the … Read More

How Councils Are Using the Pandemic to Reset and Reimagine

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The global pandemic has forced both the private and public sectors to completely rethink how they work.

Recently I took part in a public sector roundtable discussion that featured public sector leaders from across the United Kingdom.

Local government has been forced, by necessity, to innovate at unprecedented speed. The panel took a look back at the challenges and accomplishments of the last 16 months—and looked ahead to what might be next.

Read more.… Read More

UGI Utilities: Creating a Customer-Driven Experience During a Crisis

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Utilities are used to dealing with crises. There are constant weather events that take power out and result in huge call volume to the contact centre. UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland. They visited us at Engage21 to share how they were able to leverage customer feedback to ensure that the customer experience didn’t suffer, even as the global pandemic was raging.

We … Read More