Federal Agencies Must Improve Their Customer Experience

March 10th, 2015

Rick Parrish Vice President, Research Director

With contributors:

Harley Manning , Corey Stearns

Summary

Upgrading federal customer experience (CX) has never been more vital. Despite years of mandates to improve, federal agencies are still providing substandard experiences — and their poor CX performance is hurting both agency operations and the health of the entire political system. As if that wasn't enough reason to improve, our research shows that better CX creates the conditions for mission success. That's why federal CX professionals should overcome naysayers' objections to CX innovation and then get started with a proven systematic, holistic approach to enhancing federal CX.

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