Perils And Payoffs On The Path To Customer-Centric Digital Government

Customers expect all interactions to be digitally enabled for the time, place, and channel of their choosing. Done right, digital interactions are an opportunity for governments to delight, add value, and strengthen the relationship with citizens. Read the study to learn government’s top priorities for digital CX in the next 12 months: 1) Make it easier for citizens to use services; 2) Improve the understanding of customer needs; 3) Make internal employee processes simpler; 4) Modernize IT systems to support digital technologies.

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