Trends Report

The Public Is Still Skeptical Of Federal Digital Customer Experience

February 18th, 2016
With contributors:
Harley Manning , Gabriella Zoia , Kara Hartig


Since 2011, the White House has been trying to improve the federal digital customer experience (CX). Five years later, federal digital CX is finally starting get better. Unfortunately, customers remain apathetic about digital government in both theory and practice. In this report, we detail key findings from a recent Forrester survey for CX pros. We highlight federal customers' attitudes toward various digital channels, identify major digital CX initiatives that still leave customers cold, and offer four tactics to keep federal digital CX on the right track.

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