Forrester believes high-quality customer experience (CX) drives mission success especially during this ‘new normal’. Consumers are anxious and uncertain about their future, it’s important for organisations, especially Government to ensure the interactions with customers are efficient and empathetic, leading to improved CX. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people’s faith and trust in the country rises.
Join Forrester CX experts Riccardo Pasto and Seles Sebastin in this live webinar, where they will explore the best practices and challenges from government organisations on their journey to delivering excellent CX, and a three-step approach for government CX professionals to jump-start their customer-centric culture transformation.
COVID-19 has placed a significant amount of pressure on government organisations to step up their CX efforts.
Many government agencies participate in check-box projects, resulting in mass amounts of data that remain unused and agencies left in the dark on who their customer is.
For true and long-lasting change, you need to capture the hearts and minds of your employees as this is directly correlated to improved CX.
Duration: 45 mins
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