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Improving Federal Customer Experience: 14 Reasons and Solutions

Join the webinar to understand why federal agencies need to enhance their customer experience, as customer expectations grow. Learn about the importance of emotion, ease, and effectiveness in CX and how it impacts compliance, expansion, and advocacy. Discover how poor CX undermines our political system and hurts the nation. Explore the benefits of great CX, including internal efficiencies, employee engagement, and generating great ideas and solutions. Don't miss this opportunity to improve your agency's CX.

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Improving Federal Customer Experience: 14 Reasons and Solutions

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  1. WEBINARFourteen Reasons Why Federal Agencies Must Improve Their Customer Experience Rick Parrish, Senior Analyst April 15, 2015. Call in at 10:55 a.m. Eastern time

  2. Customer experience is . . . How customers perceive their interaction with an organization. Customer’s perspective Whole journey Force multiplier

  3. The three E’s of CX quality OUR DATA SHOWS THAT EMOTION IS THE MOST IMPORTANT Effectiveness Customers can accomplish their goals . . . Ease . . . without difficulty . . . Emotion . . . and they feel good about the experience.

  4. The mandate is growing YOU CAN’T WAIT THIS ONE OUT EO 12862 — Setting Customer Service Standards US Digital Services Playbook EO 13571 — Streamlining Service Delivery And Improving Customer Service Executive Memo on Conducting “Conversations With America” To Improve Customer Service Customer expectations will keep growing 2000 2010 1990 2020 Customer Service Cross-Agency Priority Goal The E-Government Act of 2002 Expectmore.gov Connect.gov Single Sign-On Executive Memo on Improving Customer Service

  5. Federal CX is in crisis OUR CUSTOMER EXPERIENCE INDEX TELLS THE STORY Federal CX averages “very poor” (0 to 54). Other sectors averaged “OK” (65 to 74). This is the only sector in which less than 50% of customers feel valued. Other sectors averaged 75%. The top-rated federal agency was still among the very lowest-ranked companies.

  6. Poor CX harms the nation itself CX INDEX RESULTS SHOW HOW WEAK FEDERAL CX UNDERMINES OUR POLITICAL SYSTEM Pride in the country Optimism for the country’s future Customer experience Feelings of importance as citizens Feelings that the government can meet expectations

  7. CX failure also means . . . PROBLEMS WITH THE PUBLIC, CONGRESS, AND EMPLOYEES Embarrassment Unwelcome scrutiny Customer experience Undermine senior executives Hurt legislation

  8. CX success enables mission success GREAT CX BOOSTS THE THREE TYPES OF LOYALTY Compliance Customer experience Expansion Advocacy

  9. CX success also means . . . A HEALTHIER AND MORE EFFECTIVE ORGANIZATION Internal efficiencies Customer experience Employee engagement Great ideas and solutions

  10. The full 14 • Compliance • Expansion • Advocacy • Internal efficiencies • Employee engagement • Great ideas and solutions Pride in the country Optimism for the country’s future Feelings of importance as citizens Belief that government can meet expectations Embarrassment Unwelcome scrutiny Undermine senior executives Hurt legislation

  11. Rick Parrish rparrish@forrester.com Twitter: @RickParrishGCX

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