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For Customer Experience Professionals

Transform Government From The Outside In

Embrace These Five Imperatives For Smart, Effective Government

December 5, 2016


Why Read This Report

Reformers often say that governments should run more like businesses. We agree. That's why all governments must embrace mobile, big data, customer experience, digital, and privacy — the same five customer-obsessed imperatives that make leading companies thrive. This report explains why governments must embrace these five imperatives and how governments can overcome the unique hurdles they face along the way. Customer experience (CX) professionals who follow our advice will be on the road to success in the age of the customer. This report is an update. We've added a section on customer privacy and new examples throughout.

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Table of Contents

  • The Public Demands Better Government Services
  • Governments Everywhere Struggle To Meet Customers' Expectations
  • To Succeed, Governments Must Embrace Five Imperatives
  • To Reinvent Government, Embrace All Five Imperatives Simultaneously
  • Recommendations

  • Government CX Pros Must Sow The Seeds Of Change
  • Supplemental Material
  • Related Research Documents

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