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Agencies improving in CX but need to worry less about digital – more about human design

Speakers at a virtual summit this week detailed how the pandemic gave their agencies a chance to make long-talked about improvements to customer experience.

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Agencies slightly improve customer experience, but still behind the private sector

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Rick Parrish: Federal agencies need lesson in customer experience

For your constituents, customer experience is like bliss when it’s excellent, and hell on earth when it’s lousy. One new piece of research says federal…

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Government maintains ‘monopoly’ on poor customer experience

In today’s Top Federal Headlines, a new report shows that while some agencies are improving, the federal government still ranks among the worst for customer…

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Cloud market to grow to $241B by 2020

Here’s a fun, “little” cloud computing nugget to digest this lovely Monday afternoon. In its latest report, Forrester Research estimates the global cloud computing market will grow to $241 billion by the year 2020. That’s up from $40.7 billion in 2011. According to the executive summary, the report “forecast[s] shifts in the usage patterns of […]

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