Trends Report

Good News And Bad News For Federal Digital Customer Experience

Insights From Forrester's Consumer Technographics® Survey

February 22nd, 2017
With contributors:
Harley Manning , William Willsea , Laura Glazer


Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that federal websites and mobile apps are in trouble, and customers remain skeptical about the future of digital government. In this report, we detail key findings from a recent Forrester survey for CX professionals. We highlight federal customers' attitudes toward various digital channels, identify major digital CX initiatives that still leave customers cold, and offer three tactics to keep federal digital CX on the right track.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.