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Commercial CX Trends for Federal Agencies to Consider Today
NextGov: Prompted by high levels of online customer service by companies from eBay to E*TRADE, the federal government has set on a journey to incorporate private sector business practices. As noted in the 2018 President’s Management Agenda, success hinges on raising government customer experience expectations to the average of the private sector.
It makes sense that companies would elevate the customer experience. Superpower brands can anticipate their customer’s changing needs and invest in disruptive technologies to deliver beyond expectations. But government answers to the public for its budget.
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