Managing Digital

Bringing it all together: Governance, Strategy & Policy, Contact Centers

Trends on Tuesday: Smartphone Users Still Use the Phone for Talking

Trends on Tuesday: Smartphone Users Still Use the Phone for Talking

Smartphones are changing how organizations do business—they are more than just smart Web browsers. As I noted last week, purchases from mobile phones have dramatically increased during the holiday shopping season. The infographic from IfByPhone demonstrates how people are using their smartphones not only to buy things and research products, but also to open emails and access social […]

Read More →Trends on Tuesday: Smartphone Users Still Use the Phone for Talking

Read More →Trends on Tuesday: Smartphone Users Still Use the Phone for Talking

Ex-Im Bank Announces Improved Customer Contact Center to Better Serve U.S. Exporters

Ex-Im Bank Announces Improved Customer Contact Center to Better Serve U.S. Exporters

As part of its ongoing effort to enhance customer experience for current and prospective exporters, the Export-Import Bank of the U.S. (Ex-Im Bank) is unveiling a new and improved customer contact center that includes an improved 1-800 number experience, along with a new email response system. The contact center is also poised to launch new […]

Read More →Ex-Im Bank Announces Improved Customer Contact Center to Better Serve U.S. Exporters

Read More →Ex-Im Bank Announces Improved Customer Contact Center to Better Serve U.S. Exporters

Will 2016 Be the Federal Government’s ‘Year of the Customer?’

Will 2016 Be the Federal Government’s ‘Year of the Customer?’

As 2014 draws to a close, agencies across the federal government are beginning to think about what the customer experience (CX) landscape will look like in the years ahead. There is little doubt that 2014 saw the government make great strides on this front, setting in motion a number of initiatives that will help ensure […]

Read More →Will 2016 Be the Federal Government’s ‘Year of the Customer?’

Read More →Will 2016 Be the Federal Government’s ‘Year of the Customer?’

What’s Happening with the Internet of Things?

What’s Happening with the Internet of Things?

No Mobile Gov Month on DigitalGov would be complete without an update on the Internet of Things. Regardless if you’re talking wearables, smart homes, sensors or any other connected device, your current mobile approaches will be impacted—as will your social media, user experience and data strategies. When we last visited the topic in April, discussion […]

Read More →What’s Happening with the Internet of Things?

Read More →What’s Happening with the Internet of Things?

Customer Service Week 2014

Customer Service Week 2014

They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in October as National Customer Service Week, and as […]

Read More →Customer Service Week 2014

Read More →Customer Service Week 2014

Trends on Tuesday: Meet the Mobile Power Users

Trends on Tuesday: Meet the Mobile Power Users

U.S. Hispanics are ahead of the digital curve, according to an analysis of strategies of leading brands and forward-thinking marketers by Lisa Gevelber, Vice President of Americas Marketing. As we’ve noted before, Hispanics not only lead in adoption of new devices, they are also power users of mobile.

Read More →Trends on Tuesday: Meet the Mobile Power Users

Read More →Trends on Tuesday: Meet the Mobile Power Users

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