Customer Experience in Government Takes Center Stage

Coinciding with the digital wave, governments worldwide are increasingly focusing on customer experience as they seek to improve customer satisfaction, efficiency, and mission-effectiveness.

What do most successful companies have in common? They provide an exceptional customer experience (CX). Leading companies know that putting customers at the heart of everything they do plays a critical role in improving overall performance.

In the same way, governments around the globe are recognizing the central importance of the citizen experience—and devoting resources to making it better. The public sector has long sought to improve customer satisfaction, but raising additional resources or diverting existing resources to achieve this has met with resistance.