Data Overview Report

The US Federal Government CX Index Insights: Channel Types, 2023

December 5th, 2023
With contributors:
Rick Parrish , Daniel Portillo , Tyler Castro , Shayna Neuburg

US federal customer experience (CX) varies by the type of experience — physical only, digital only, or a hybrid of the two. This report summarizes findings from the 2023 US federal Customer Experience Index (CX Index™) related to physical, digital, and hybrid CX. Forrester data shows that digital CX is the weakest among federal agencies.

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