Trends Report

What The Federal Government Can Teach Us About CX

Lessons Learned From Forrester's CXDC 2016 Forum

November 30th, 2016
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Harley Manning , Scott Ross , Christine Turley

Summary

At Forrester's inaugural federal government forum, CXDC 2016, representatives from a diverse set of federal agencies with varying levels of customer experience (CX) maturity took to the stage to share their successes in customer experience. These agencies showed how the core CX competencies of customer understanding, design, measurement, and culture are critical for CX pros to understand and for any successful CX initiative. This report provides examples of how even the federal government can overcome inherent obstacles on the path to CX excellence.

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