Case Study

The US Government Tackles Interagency Cooperation To Improve CX

A Customer Journey Approach Backed By Customer Research Fuels Collaboration

 and  three contributors
Nov 30, 2023

Summary

Like any large organization, the US federal government struggles with interagency coordination to improve federal customer experience (CX). Armed with the Administration’s commitment to better CX, the Office of Management and Budget (OMB) tackled silos with a customer-journey-based approach organized around critical moments in peoples’ lives.

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