A Benchmark Of Federal Government Agencies, Highlighting The Drivers Of Great Federal CX August 13, 2015 By Rick Parrish with Harley Manning, Carla O’Connor, Kara Hartig.

“Forrester’s Customer Experience Index (CX Index™), US Consumers Q1 2015, shows that federal agencies are still providing substandard experiences — and their poor CX performance is hurting both agency operations and the health of the entire political system. That’s why federal CX professionals must stop guessing about how to improve and instead understand exactly what makes an experience great for their customers. This report describes how federal agencies performed on the CX Index, details the four universal drivers of high-quality federal CX, and offers recommendations for using the CX Index’s detailed driver analysis to improve federal CX.”