Predictions Report

Predictions 2016: The Government's Slow Progress

The US Federal Journey To Customer Centricity Advances In Fits And Starts

November 11th, 2015
With contributor:
Gabriella Zoia

Summary

The federal government is focused on its customers like never before. As a result, 2015 witnessed progress on all four customer-centric imperatives: customer experience (CX), mobility, big data, and digital government. Although 2016 is a presidential election year, don't expect federal agencies to sit idle. Federal leaders will try to focus on initiatives related to these four imperatives but will face challenges. This brief details the key trends for CX pros across all four imperatives for 2016 and highlights the major hurdles that federal agencies will encounter.

Want to read the full report?

This report is available for individual purchase ($795).

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.