Predictions 2014: Government Customer Experience

January 22nd, 2014

Rick Parrish Vice President, Research Director

With contributors:

John Dalton , Harley Manning , Corey Stearns

Summary

People expect their government to provide customer experiences that are on par with those that top companies offer. The fallout from the healthcare.gov customer experience fiasco highlighted this reality. However, that debacle won't wipe away the host of obstacles that conspire against government customer experience (CX) innovation, limiting federal agencies to only modest improvements in 2014. This report identifies these obstacles, highlights developments for the coming year, and offers recommendations to help government customer experience stakeholders take their efforts to the next level.

Want to read the full report?

This report is available for individual purchase ($795).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.