The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” However, Forrester’s 2019 US Federal CX Index™ shows that federal CX remains poor overall.
The cancellation of the annual Victoria’s Secret Fashion Show reveals a curious vacuum where brand building should be. For brands in a rut, embracing how humans make decisions and evolving brand measurement can be key to improving brand experience.
Vision. Business Case. Execution. Learn to succeed at all aspects of CX with CX certification. Ignite the spark of business transformation to support new growth, gain professional recognition, and join an expert community of practice.
We’ve gotten used to adapting to technology. But in the future, tech will adapt to us. On this episode, Hector Ouilhet, head of design for Google Search and Google Assistant, shares the latest in people-centric design.
2020 will be marked by volatility and rapid change — and a healthy dose of built-up potential energy. Join Forrester thought leaders to explore the dynamics that will shape 2020 and beyond in this complimentary online event.