Customize the Journey: A Government Customer Experience Guide

CX is something agencies should be paying attention to because their customers already expect great experiences from companies across the private sector. Many companies have raised the bar by delivering services that make doing business with them easy and enjoyable. A few government agencies have made improvements in recent years in ratings such as those in Forrester’s annual U.S. Customer Experience Index, but overall have remained stagnant for the past three years, still trailing the private-sector pack. Citizens deserve a better experience when interacting with government agencies.