Summary
Companies plague US consumers with rampant customer experience (CX) failures, hurting people’s quality of life and the nation’s economy. But government can help. By creating CX-preferred purchasing programs that encourage agencies to buy from companies that deliver the best CX, governments can help stimulate the market for improved customer experience. This report details the social and economic ills of bad CX, describes how governments can help by bringing their nearly $1.5 trillion in buying power to bear on the problem, and provides recommendations to help agencies get started.
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