By Cal Shintani, Chief Growth Officer at HighPoint Global While the federal government hasn’t traditionally been a leader in delivering great customer experience (CX), things are changing. The current administration…
Category: Cal Shintani
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Federal Centers of Excellence, Improvements in CX are on Track
The federal government is making progress on the customer experience (CX) goals laid out in the President’s Management Agenda (PMA), but the 2018 Forrester Federal Customer Experience Index indicates that there is still room for improvement.…
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Citizen Experience Takes Center Stage in Public Sector
The goal of improving citizen experience (CX) within the public sector is gaining momentum, in both the administrative and legislative branches of the federal government. CX has been a cross-agency…
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Citizen Satisfaction with Government Services Reaches 11-Year High
This article was originally published on LinkedIn by Cal Shintani, Chief Growth Officer at HighPoint Global. Every year, the American Customer Satisfaction Index (ACSI) reports on citizen satisfaction with federal government services.…