Federal agencies are taking notice of customer experience (CX) trends. They recognize how CX strategies can improve the ways they engage with customers, whether they be citizens, service members, or their own employees.
Today’s savvy consumers expect integrated services threaded transparently throughout their experiences. Think of commercial apps such as Netflix, and Spotify, where customers can create value not only with the app they’re using, but also with multiple other providers. They expect interactions to be seamless and simultaneous. This kind of layered, networked ecosystem supports a collection of features and actions that customers can access through a single app, allowing them to be a co-creator of their own experiences.
What will these future networked CX experiences look like at your federal agency? In this report, you’ll:
- Understand the complex factors and challenges that shape the networked future
- Discover key pillars to serve as a compass to guide leaders and practitioners towards success
- Learn practical steps that can help jumpstart your CX journey