Predictions Report

Predictions 2014: Government Customer Experience

January 22nd, 2014
With contributors:
John Dalton , Harley Manning , Corey Stearns


People expect their government to provide customer experiences that are on par with those that top companies offer. The fallout from the customer experience fiasco highlighted this reality. However, that debacle won't wipe away the host of obstacles that conspire against government customer experience (CX) innovation, limiting federal agencies to only modest improvements in 2014. This report identifies these obstacles, highlights developments for the coming year, and offers recommendations to help government customer experience stakeholders take their efforts to the next level.

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