How Public Offices are Improving the Citizen Experience

Posted by Jeff Green

6/30/2016

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 renewing a license or filing a building plan. On the other hand, they are facing a growing imperative to improve everything from operations and staff capacity, to location environments.  Ironically, in some cases this enables stagnancy from these entities in enabling change, a city doesn’t have to worry about competition.

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Topics: Customer Experience, Public

Myfunwait Transforms the Queue Line into the Gaming Field

Posted by Sven-Olof Husmark

6/23/2016


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.

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Topics: Customer Experience

Do you Know How to Connect the Dots in an Omnichannel CX?

Posted by Jeff Green

6/16/2016

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 filet mignon you ordered for your main course is overcooked.

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Topics: Customer Experience

Here’s What a Great CX Environment Looks Like – and What You Need to Do

Posted by Jeff Green

6/9/2016

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 customers, patients, and citizens perceive every step, engagement, and outcome.

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Topics: Customer Experience

How to Build the BI Trifecta and Win at CX

Posted by Jeff Green

6/2/2016

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 interaction with a company. Individually and combined, the resulting impact on employees and customers should be noticeably strong – provided that the BI is based on the most appropriate data, and that the resulting analytics are accessible to those who need it, and applicable to the environment and customer base.

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Topics: Customer Experience

Improving the Citizen Experience with Technology and Data: IIMC 2016 Report

Posted by Jeff Green

5/26/2016

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 make sure public meetings, public records, elections and special projects operate smoothly. Exhibitors, speakers and special sessions provide these important civic professionals the information and resources they need to address current and changing challenges.

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Topics: Public