Best Practice Report

How Governments Can Improve Everyone's Customer Experience

Smart Procurement Programs Can Help End The Plague Of Bad Customer Experience

January 1st, 2018
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
John Dalton , Corey Stearns

Summary

Companies plague US consumers with rampant customer experience (CX) failures, hurting people’s quality of life and the nation’s economy. But government can help. By creating CX-preferred purchasing programs that encourage agencies to buy from companies that deliver the best CX, governments can help stimulate the market for improved customer experience. This report details the social and economic ills of bad CX, describes how governments can help by bringing their nearly $1.5 trillion in buying power to bear on the problem, and provides recommendations to help agencies get started.

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