Best Practice Report

A Three-Step Approach To Jump-Starting CX Transformation In Government

Government Organizations Are Making Inroads But Have A Long Journey Ahead

August 2nd, 2021
With contributors:
Michael Barnes , Rick Parrish , Harley Manning , Seles Sebastin , Bill Nagel


High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people’s faith in the country rises. Although government organizations have pursued CX improvements, many of these initiatives have stalled. This report outlines three fundamental steps that government leaders can take to jump-start their shift to becoming a customer-focused organization.

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