These customer-written, public gems are about far more than just words on a screen.

When Wendy Beban and her team got the chance to slash some red tape for the citizens and employees of Auckland, New Zealand, they charged at the problem like champs. Back then, if you wanted to report something as simple as a broken public park bench to the city, you had to call a government contact center, send a message to a generic government e-mail address, or go see someone at a government office, in person. That interaction then set off a 55-step manual business process

By Stephanie Thum, CCXP There are two big things that we know to be true about the world of customer experience right now. First, things...

Show of hands, who’s ready for a CX recharge in 2021? The good news is, when you're setting priorities for your business in 2021, there are more options than ever for kicking things up a notch. What are some of those options? I asked some of my colleagues around the world, “What is the one tool, tip, or technology that customer experience leaders should take with them into 2021?” Here's what they said. Digital still reigns supreme for customer experience in 2021 “With the ris

News headlines like these are enough to send a shot to the heart of Gen-X mallrats: Microsoft is permanently closing its retail stores...

There’s no shortage of special interest groups in the U.S. that want to get the attention of the Biden-Harris administration right now....

This blog post is sponsored by Mitel. My colleague, Lauren, hosted a virtual happy hour for her company’s customer experience operations...

There are two big conversations happening about customer experience right now. There’s one conversation about data privacy being most...

This blog post is sponsored by Pegasystems. Can we talk about red tape for just a minute? Because government is well-known for adding it...

One of my most admired old bosses, a government agency leader, had a saying. “’Sometime next week’ is not a deadline! Be specific! What...