Biden administration should add chief CX officer to improve agency relations with the public

The incoming Biden administration needs a chief customer experience officer to improve agency services to the public. At least that’s what researchers at Forrester say. Its annual customer experience index shows federal agencies continue to rank most of the private sector. For more on what a governmentwide executive could bring to the problem, Federal News Network’s Jory Heckman spoke with Forrester principal analyst, Rick Parrish.