Customer Experience Focused: Why The Government Needs To Prioritize Customers

In 2016, the collective government finished dead last among all U.S. industries in customer service as tallied by Forrester—and Forrester didn’t mince words in its latest Customer Experience Index, suggesting government agencies have a “near monopoly” on the worst customer experience.This eBook explores what government gets right and wrong in customer service, and how some agencies are putting customers first in an effort to better meet their missions.