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

A Patient Experience Approach to Better Healthcare Solutions in Texas

Posted by Jeff Green

5/19/2016

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 infrastructure, labor, education and healthcare.

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Topics: Healthcare

The Customer Experience Strategy You Can’t Afford to Miss

Posted by Jeff Green

5/12/2016

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 channels and engagement points.

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Topics: Customer Experience

3 Steps to Less Perceived Wait and More Customer Delight

Posted by Sven-Olof Husmark

5/5/2016

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 with human psychology.

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Topics: Customer Experience

Online and In Line: The Secret to Great Omnichannel Banking

Posted by Sven-Olof Husmark

4/28/2016

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 to mobile as to their branch for services and support. 

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Topics: Finance

You Will Never Have Happy Customers without Happy Employees

Posted by Sven-Olof Husmark

4/21/2016

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 more likely to make your employees happier in their roles. 

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Topics: Customer Experience