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2 min read
How public offices are improving the citizen experience
Across the country, government and public agencies are facing a conundrum. On the one hand, entities like the DMV, Department of Veterans Affairs, and city/county services don’t have to deal with competition. For the most part, citizens have one resource option for satisfying requirements like renew...
1 min read
Myfunwait Transforms the Queue Line into the Gaming Field
Next time you’re at the doctor’s office, DMV, bank, or store (or any other place where people are waiting), look around. Chances are, most of the people around you will be doing something on their phone. More than two-thirds of them (68%) are probably playing a game. In general, 77% of Americans tur...
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
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...
2 min read
You Will Never Have Happy Customers without Happy Employees
Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed, nicer, more loyal, and mor...
2 min read
Why Knowing Human Psychology is the First Step in a Great Customer Journey
Do you like to stand in line? No. Of course you don’t. Ask anyone whether they like standing in line, and the answer will almost invariably be ‘no.’ Despite all the things we can do online, we still typically connect with products and services in a physical space. We might start our customer journey...