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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 The US Federal Customer Experience Index, 2019

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    November 7, 2019 | Rick Parrish, Laura Garvin Tramm

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Best Practices: Government Cloud Usage

    Tackling Contracts, Culture, And Regulation
    November 4, 2019 | Lauren E. Nelson, Rick Parrish

    There's no such thing as a one-size-fits-all cloud strategy. Government opportunities and constraints differ from those of the private sector in many ways. To identify the top pathways for cloud...