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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Report A Three-Step Approach To Jump-Starting CX Transformation In Government
Government Organizations Are Making Inroads But Have A Long Journey Ahead
August 25, 2020 | Riccardo PastoHigh-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...
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Report The Australian Government's Customer Experience Affects Mission Outcomes
Insights From Forrester's Customer Experience Index
March 29, 2019 | Riccardo Pasto, William WillseaLike most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...