Happy customers = loyal customers, so businesses strive to deliver great customer experience, beginning with the purchase process. Exemption certificate management is an often overlooked part of that process, but can have a huge impact on the satisfaction of tax-exempt customers and repeat business. Now more than ever, every customer counts, which is why many businesses are changing their sales models to enable online sales. But is their techn...

When COVID-19 hit, it was all-consuming. Across the country, a majority of government communications continue to be COVID-19 related. The strongest communicators leverage multi-channel platforms, build their audience, enable distributed content creation with allies and partners, and use analytics and data to ensure the messages resonate. In this webinar, learn about the communications tools that are purpose-built for government and how to use...

In 2018, the Department of Consumer and Regulatory Affairs (DCRA) embarked on a Digital Transformation journey called "Vision 2020," focused on technology enhancements to streamline processes and increase efficiency for their customers. The lessons learned and accomplishments achieved are applicable to Federal, State and Local governments nationwide. With the current public health emergency, DCRA temporarily closed their offices, and quickly p...

Customer Experience (CX) is a vital focus area for businesses because of its direct impact on business growth. Improving CX moves beyond internal enables of employee productivity and extends to the larger scope of improving employee experience (EX). With positive EX, employees are more likely to be engaged and deliver positive CX.This Forrester study explores the correlation between CX and EX, and provides insights on the role investment in mo...

U.S. government agencies are required to communicate in plain language. How do federal employees learn how to do that? The Plain Language Action and Information Network (PLAIN) offers free training to federal agencies; this three-hour online class through Digital.gov explains how to write in plain language. We’ll cover the following: Definition of plain language Background The law - Plain Writing Act of 2010 and executive orders Federal...

Deloitte calls it “data, deployment and decisioning.” Gartner, “continuous intelligence.” And our own Futurum research calls it “extreme agility and automation." Any way you slice it, delivering on brand promises requires a level of speed, scale and intelligence in customer experience (CX) technology that many organizations don’t possess. Expanding and converging customer touchpoints. An explosion in data. A...

The Children’s Equity Project and the Bipartisan Policy Center invite you to join us for a virtual event series to announce the release of our new report, Start with Equity—From the Early Years to the Early Grades: Data, Research, and an Actionable Child Equity Policy Agenda.  The report reviews the state of the equity data, research, and policy landscapes from the early years to the early grades in key areas—like disci...

Data, engagement, and diversity and inclusion are the three pillars of effective customer experience (CX) in government. Each pillar on its own can help improve overall customer experience, but without all three, agencies are left with a void in their CX processes. The last time you went to the DMV, there may have been long lines, confusing or contradictory information online, and maybe even unhelpful staff. The DMV process can and should be i...

Join our three-day virtual summit, July 28 to July 30, and gain insights on UX Methods, Service Design, and Managing UX. It’s a great opportunity to learn about UX from our federal, state, and local government UX colleagues. Day 1 - UX Methods - July 28 Day 2 - Service Design - July 29 Day 3 - Managin UX - July 30

Customer experience has always been at the heart of a marketer’s role. In the age of intelligent marketing, there are so many more opportunities to create differentiated experiences and lifelong customers. But marketers aren’t just responsible for driving exceptional customer experience — they also need to understand marketing performance, optimize spend, and maximize ROI to ultimately deliver growth. To achieve these goals a...