According to McKinsey, 33% of companies are implementing GenAI solutions in one or more business areas. What about the other 67% of companies? Why aren’t they implementing GenAI solutions now? Several ...

New digital service teams and a focus on the "voice of the customer" are among the customer experience funding requests in the FY2025 budget request. The Biden administration wants investments in ...

Without governance, customer experience quality degrades, technology and business projects compete for resources and coordination becomes difficult. “Exceptional customer experiences are the only ...

Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization. For too many, improving customer experience ...

An Office of Personnel Management effort to simplify its website was among three agencies’ projects receiving more than $20.8 million in the latest round of Technology Modernization Fund investments ...

On today’s episode of The Daily Scoop Podcast, a new Navy operation is underway to mitigate vulnerabilities on its network. Agencies across government are asking Congress for FY2023 funding to support ...

While the Biden administration’s biggest customer experience—or CX—effort to date is being led by technologists in the Office of Management and Budget, the nine “Life Experience” projects are, for the ...

Every contact center transformation begins with inspiration, an identified need, a promise of improved efficiency, or improved customer engagement in mind. Excitement builds across the organization as ...

The Biden administration wants investments in customer experience work across government as part of its 2025 budget request, which includes asks for governmentwide projects as well as agency-specific ...