Predictions Report

Predictions 2016: The Government's Slow Progress

The US Federal Journey To Customer Centricity Advances In Fits And Starts

November 11th, 2015
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Jennifer Belissent, PhD, null
Jennifer Belissent, PhD
With contributor:
Gabriella Zoia

Summary

The federal government is focused on its customers like never before. As a result, 2015 witnessed progress on all four customer-centric imperatives: customer experience (CX), mobility, big data, and digital government. Although 2016 is a presidential election year, don't expect federal agencies to sit idle. Federal leaders will try to focus on initiatives related to these four imperatives but will face challenges. This brief details the key trends for CX pros across all four imperatives for 2016 and highlights the major hurdles that federal agencies will encounter.

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