Trends Report

Transform Government From The Outside In

Embrace These Five Imperatives For Smart, Effective Government

December 5th, 2016
Jennifer Belissent, PhD, null
Jennifer Belissent, PhD
With contributors:
Harley Manning , William Willsea , Rachel Birrell


Reformers often say that governments should run more like businesses. We agree. That's why all governments must embrace mobile, big data, customer experience, digital, and privacy — the same five customer-obsessed imperatives that make leading companies thrive. This report explains why governments must embrace these five imperatives and how governments can overcome the unique hurdles they face along the way. Customer experience (CX) professionals who follow our advice will be on the road to success in the age of the customer. This report is an update. We've added a section on customer privacy and new examples throughout.

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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.