With the number of brands available to consumers, customer experience is the X-factor by which companies rise and fall in the marketplace. If an organization fails to provide the CX that’s come to be the expectation, it risks being left behind and, ultimately, being closed out of the market. One CX provider, however, runs little (if any) risk of facing substantial ramifications due to customer experience and as a result, has seen its CSAT scores consistently slip.
That organization? The United States Government.
A new report....