Summary
Customers neither like nor trust federal digital customer experience (CX), and the situation is about to get worse. In response to recent high-profile hacks, federal agencies are set to implement security enhancements like multifactor authentication that can ruin CX unless they're implemented in customer-centric ways. This report exposes the public's attitude toward federal digital CX, explains how improving security can worsen CX, and details five key digital security practices that federal CX pros should help implement with the customer in mind.
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