A recent Forrester report1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”*
Kudos to the U.S. government for recognizing the importance of an improved customer experience for its citizens—and for taking steps to make it a reality....