Federal agencies are actively working to better meet the evolving needs of their customers and citizens, increasing customer engagement on networked customer experience (CX). The value of improved CX is no longer a question—as mission and technology leaders realize they spend 15 to 25 percent more budget to serve stakeholders when systems are not optimized for experience.
Beyond the value that CX provides to stakeholders and mission effectiveness, federal mandates such as OMB Circular A-11 Section 280 and the 21st Century IDEA Act have made this investment area an immediate focus of agencies’ modernization roadmaps.
But where should your organization start?
We partner with federal agencies at different stages of their CX journey. Some have already stood up a customer experience office, and others aren’t sure where to begin or if a central function is even necessary. While every organization requires a unique approach to match its mission and customer needs, here are four common investments to start optimizing for CX at your agency.