Research and consulting firm Forrester is calling for the incoming Biden administration to create a permanent Chief Customer Officer (CCO) position that would have the stated goal of improving the customer experience (CX) of those interacting with Federal agencies. […]

Satisfaction with Federal government agencies is at an all-time high, but the average customer experience (CX) rating across government still sits below the private sector, and digital experiences are seen as a weak point, according to Forrester’s Federal Customer Experience Index for 2020. […]

Despite organizations’ efforts to improve customer experience (CX), the 2019 Forrester CX Index indicates little to no rise in CX scores from last year across a range of industries, and that technology is the key forward in improving CX. […]