Home / Tag Archives: customer experience

Tag Archives: customer experience

Accenture Acquires Maihiro to Improve SAP-Based Customer Experience; Bhaskar Ghosh, Bernd Hesse Quoted

Accenture announced on Tuesday that Maihiro, a leading provider of SAP-based customer experience (CX) and customer relationship management (CRM), has been acquired for an undisclosed amount to improve the company’s customer relations worldwide. 

Read More »

GSA Seeks Industry Info on Human-Centered Design Capabilities

The General Services Administration has asked industry to provide information on capabilities that could help facilitate the delivery of human-centered design support and customer experience services to the federal government.

Read More »

Anil Cheriyan: GSA Adds AI to Centers of Excellence Program’s List of Modernization Areas

Anil Cheriyan, deputy commissioner of the General Services Administration’s Federal Acquisition Service, said the agency’s Centers of Excellence program has made artificial intelligence its sixth modernization focus area, Federal Times reported Tuesday.

Read More »

Emily Murphy: IT Modernization, Customer Experience Among Key Capacities GSA Requires

Emily Murphy, head of the General Services Administration, told Federal News Network in an interview published Tuesday that she has been focusing on four key capacities GSA needs and those are information technology modernization, customer experience, change management and data and analytics. “If I can help implement those, it’s going to help GSA expand to meet the needs our customers come to us with in a way that I couldn’t even begin to imagine today,” she said.

Read More »

OMB Updates Federal Guidance on Budget Preparation, Execution

The Office of Management and Budget issued an updated document on Friday to guide federal agencies as they prepare their budget requests for fiscal year 2021 and report their information technology spending, Nextgov reported Monday. The update to Circular A-11 includes a new section on measures to manage customer experience and enhance service delivery.

Read More »

Customer Experience Drives Federal IT Modernization Efforts

Federal agencies are modernizing their information technology systems driven by the need to improve customer experience, FCW reported Tuesday. "Customer experience matters a lot. It can drive operational efficiencies, savings, cost avoidance. It can make your employees happier,” Anahita Reilly, chief customer officer at the General Services Administration, said Tuesday at ACT-IAC's CX summit.

Read More »

Anil Cheriyan: GSA Eyes Robotic Process Automation, Identity Management Areas for CoE Program

Anil Cheriyan, director of the General Services Administration’s Technology Transformation Service, said GSA considers forming new core areas related to robotic process automation and identity management as part of the Centers of Excellence program to better facilitate operations, FCW reported Wednesday. "We're building new capabilities with robotics process automation."

Read More »