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 ...

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 ...

Over half of the organisations that participated in a recent Gartner survey said they planned to increase their customer experience (CX) budgets to support analytics. However, for those with lower ...

No matter how good your plan may be, without corporate buy-in, you won’t get the funds to make your winning CX strategy a reality. Say you prepare what you think is a winning 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 ...

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS).* It’s also not level of ...

$100 million from the federal Technology Modernization Fund will be allocated toward improving customer experiences for civilian end users interacting with U.S. government digital services. Announced ...