Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1
In a previous blog, I talked about how the U.S. government put plans in place to change this, just as the U.K. government did a few years earlier.
But, this got me to thinking....