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For Customer Experience Professionals

Washington Must Work Harder To Spur The Public's Interest In Digital Government

Federal Agencies Are Spending Millions On Digital CX That Customers May Not Want

April 28, 2015

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Why Read This Report

Federal agencies will continue spending huge sums on digital customer experience (CX) for years to come. Their efforts have already given the American people more and better digital channels than ever before. However, a recent Forrester survey shows that the public's interest in federal digital CX is only tepid. To avoid wasting millions in taxpayer dollars on government digital experiences that people don't want, federal agencies must rethink their digital CX strategies. In this report, we detail key findings from the survey, tell CX professionals in federal agencies how to overcome the public's skepticism about digital CX, and offer three strategies that agencies should start pursuing now.

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Table of Contents

  • Washington Is Working Hard On Digital Customer Experience
  • But The Public Isn't Onboard Yet
  • Federal Agencies Must Overcome The Skepticism Now
  • RECOMMENDATIONS

  • Rebalance The Digital CX Portfolio
  • Supplemental Material
  • Related Research Documents

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