10 months, 5 days ago

Banking CX Is Stagnating

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™…

4 years, 3 months ago

Public Sector Digital Strategy Meets Public Safety – in Northern Virginia, Fairfax County

The Northern Virginia Technology Council’s (NVTC) Digital Strategy Committee (#nvtcdigstrat) recent event regarding Digital Strategy and Public Safety, featuring Richard R. Bowers – Chief, Fairfax Fire Department – revealed several very interesting and useful challenges for the NOVA business community.

Not least of which was the current challenges around focused, resourced digital strategy planning across the County constituent agencies, and among local jurisdictions.

Many targeted capabilities and improvements in “front-end” digital tools, outreach and engagement, plus initiatives on the “back-end” to handle system-specific data and information management are certainly underway, but information-sharing among the public safety stakeholders – businesses, government and the public – remains a strategic planning, governance and education hurdle to address. In other words, a B2G2C digital strategy challenge.

4 years, 6 months ago

Why CX Matters to EA

Designing the experience for customers is increasing important in a noisy, saturated world. There seems to be no end of choices for food, technology, or services that are presented to us each day. What are the key differentiators that drive us to one versus the other? Typically its cost. Many years ago on a much […]