Trends Report

Five Ways For Federal Agencies To Improve The User Experience And Digital Security

October 1st, 2015
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Andras Cser, Vice President, Principal Analyst
Andras Cser Vice President, Principal Analyst
Allegra Burnette, null
Allegra Burnette
With contributors:
Harley Manning , Gabriella Zoia , Kara Hartig

Summary

Customers neither like nor trust federal digital customer experience (CX), and the situation is about to get worse. In response to recent high-profile hacks, federal agencies are set to implement security enhancements like multifactor authentication that can ruin CX unless they're implemented in customer-centric ways. This report exposes the public's attitude toward federal digital CX, explains how improving security can worsen CX, and details five key digital security practices that federal CX pros should help implement with the customer in mind.

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