Summary
Major changes are coming to federal customer experience (CX). The seeds that the administration planted in 2014 — like the US Digital Services Playbook — will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements. In this report, we detail major federal CX developments of 2014, predict their impact, and identify opportunities for CX professionals to capitalize on these trends in 2015.
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