Rick Parrish: Federal agencies need lesson in customer experience

Rick Parrish, senior analyst, Forrester Research

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 agencies fail at customer experience. One reason is they ignore the important ingredients that go into good customer experience. Joining Federal Drive with Tom Temin with more, Rick Parrish, principal government customer experience analyst at Forrester Research.