Engaged employees are a great asset for companies, especially in relation to delivering great customer experience (CX). In a webinar (2012), customer experience transformist Bruce Temkin (of the Temkin Group) and chair of the Customer Experience Professionals Association (CXPA.org) explains how companies with superior customer experiences and loyal customers deal with the engagement of their employees.
The growth of digital government initiatives – and open data specifically – is gathering pace. The UK’s top-of-government Government Digital Services (GDS) department, and projects such as the USA’s Data.gov, are creating transparency and opportunity that never existed before.
Identification, Differentiation, Interaction and Customization are all key activities to better create and manage customer relationships. It’s the last two, however, that significantly impact customer experience. What do they entail? A recent post at 1to1media.com explored them in more detail.
B!RDS on a WiRE has had a successful year. Almost every week we managed to publish a least one post. Identifying relevant, interesting and valuable content has been our focus all the time. Content created by CX professionals from within Informaat and curated content by others from outside. This year our focus has been on content strategy, service design (for government services), and UX teams and management.
Organizational barriers too often stand in the way of achieving excellent customer experience. Overcoming these barriers requires a new approach: Discovering the many facets which influence CX and understanding the timeframes in which they play a role. A model to visualize these facets – and support their orchestration – is needed.
At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us in the coming year. These crystal ball readers predict our future with lots of statistical materials, like diagrams, charts and other nifty visualizations. Applied to various domains such as the internet, mobile or (social) media, they all agree on one thing: Digital disruption of society is getting stronger and stronger. So, what’s their predictions for 2014?
Networking, hands-on workshops, inspiring presentations and creative stimulation. Events and conferences offer a wealth of opportunities for professional development. We’ve put together a hand-picked selection from the coming new year which we hope aligns well with the interests of you, our readers. Stay tuned, because we’ll keep updating the list regularly.
A forerunner in citizen-centered, digital government services, the UK continues to attract attention for its efforts to change the way that citizens and government interact. So what should tommorow’s government services look like?
Retail banking has changed significantly in the past fifteen years, with the standard operating model now including touchpoints and technologies far removed from traditional counter-based transactions. A recurrent focus on the customer is at the core of these changes, according to a recent post.
Each year, research consultancy Gartner surveys the Unified Communication marketplace – the vendors responsible for hardware and software driving enterprise-scale telephony and communications systems. The 2013 edition cites a number of “clues to the future”, and one of the important factors for the future of this sector is at the core of what we do: User experience.
On 26 September, the Emerce eHealth conference took place in Amsterdam. Our own William van der Moolen attended, as part of his focus on the patient experience as it relates to healthcare. Here wrote a trip report capturing his thoughts and notes from the presentations that day.
Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.
Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.
Customer experience is a differentiator that allows companies to compete and succeed on something other than price, and its value is well-established. What are the unique messages that marketeers should take to heart to address CX? This Econsultancy interview has some advice.
In the third and final part of this three-part article, we identify various benefits and challenges in designing services with dialogues. We conclude that designing with dialogues in a separate abstraction layer, service ecosystems with multiple touch points can provide a much more coherent citizen experience for public services.