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3 min read
Do you Know How to Connect the Dots in an Omnichannel CX?
Imagine you are out for a special dinner. You start with appetizers and have a few courses, all the way through dessert and coffee. The wait staff is attentive, but not pushy. The environment is welcoming and comfortable. The service is well timed. Your appetizers and dessert are delicious. But the ...
2 min read
Here’s What a Great CX Environment Looks Like – and What You Need to Do
Over the past few weeks, we’ve looked at the customer experience from a few vantage points. We’ve clarified the difference between the customer journey, customer service, and the customer experience (CX). The most important point to note is that CX is inclusive of many parts. And it reflects how cus...
2 min read
How to Build the BI Trifecta and Win at CX
Business intelligence (BI) has become widely relied upon to deliver actionable data to employees in a much shorter period of time than has been historically possible. The process of gathering it has become a great way to give customers a voice in the content, process, and quality of their interactio...
2 min read
Improving the citizen experience with technology and data: IIMC 2016 report
From May 22 through 24th, the 70th International Institute of Municipal Clerks (IIMC) Annual Conference drew thousands of attendees to Omaha, Nebraska. The event is put on every year to support municipal clerks, who act as a gateway to city hall for citizens, and whom elected officials count on to m...
2 min read
A patient experience approach to better healthcare solutions in Texas
On May 19, 2016, I took part in the panel Healthy Populations: Serving the Citizens of the Lone Star State given during the Texas Governing Leadership Forum. The event focused on the opportunities and solutions needed to manage issues related to the rapid growth of the state population, including in...
2 min read
The Customer Experience Strategy You Can’t Afford to Miss
Before we begin, let’s clarify a very important point. Customer Experience ≠ Customer Service ≠ Customer Journey The customer experience (CX) is summative. It is how your customers, patients or citizens perceive the quality of your environment and services, and their journey through its many channel...
2 min read
3 Steps to Less Perceived Wait and More Customer Delight
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is invariably one of the most important factors in his or her journey. Fortunately, understanding how to create an engaging, positive waiting experience has a lot to do wit...
3 min read
Online and In Line: The Secret to Great Omnichannel Banking
In May 2015, Javelin Research reported that banking had hit an inflection point.[1] At that point, 23% of primary bank customers in the U.S. described themselves as “mobile first,” meaning that they rely primarily on mobile for checking account activities. And in general, as many bank customers turn...