87: Good News And Bad News For Federal Digital Customer Experience

Thanks to the Obama administration’s final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that federal websites and mobile apps are in trouble, and customers remain skeptical about the future of digital government. In this episode, we detail key findings from a recent Forrester survey for CX professionals. We highlight federal customers’ attitudes toward various digital channels, identify major digital CX initiatives that still leave customers cold, and offer three tactics to keep federal digital CX on the right track.

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