Trend Report

CX Professionals Must Understand The US Digital Services Playbook

Brief: The Four Digital Customer Experience Plays Signify A Big Step In The Right Direction

Rick Parrish , 
Nigel Fenwick
 and  three contributors
Dec 08, 2014

Summary

This report, originally addressed to CIOs, is important for customer experience (CX) professionals too. Although the new US Digital Service created the US Digital Services Playbook for federal CIOs, its first four plays focus on CX. This means that federal CIOs following the playbook will start their digital services projects by enlisting the help of CX professionals. CX pros should know the playbook's guidelines and Forrester's related advice so that they can get ready to help CIOs meet the playbook's requirements and build their projects on a strong CX foundation.

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