In November 2017, Adobe commissioned Forrester Consulting to explore the extent to which federal, state, and local government agencies take a customer-centric approach to digital initiatives and evaluate the benefits of doing so. They found that while government agencies are starting to prioritize customer centricity, legacy organizational structures, processes, and technologies hold them back. However, the few agencies that embrace digital and CX best practices are already reaping benefits from their efforts. Read the full paper to learn more about their key findings: