Latest Research: Key CX Trends in the Public Sector – 2025
Tayma Solutions and Ryan Strategic Advisory have jointly published the latest research related to customer management in the public sector. This industry brief was co-authored by Tayma Solutions’ Principal Consultant Lian Rowlands and Peter Ryan, Principal Analyst at Ryan Strategic Advisory, and covers the most important CX dynamics within government bodies. ‘Government CX leaders clearly […]
Citizen CX Must Form Part of a New Social Compact
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Western governments often do a poor job of helping citizens over the phone or online. In the United States, this crisis reached a shameful low with the news, published by the Wall Street Journal in July, that roughly 1-in-6 calls to America’s suicide prevention […]
Finally, Government Goes CX
By Sean Goforth, Director of Syndicated Research Better government CX for citizens may be in the works. Six weeks ago, buried amid holiday jingles and worries over Omicron, US President Joseph Biden announced a sweeping policy initiative to improve the “federal customer experience.” This is long overdue. US citizens and residents have spent over 9 […]
BPO Players Must Drive BPO Investment Strategies, Not Government
Let there be no mistake – the offshore and nearshore outsourcing game is highly competitive. What it takes to win is innovation, agility, and a profound understanding of what is occuring on the ground. In this sense, the most successful locations that have managed to court new investment are those in which providers and industry […]