Perils and Payoffs on the Path to Customer-Centric Digital Government

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:

  • Leading, customer-centric government organizations embrace collaboration, metrics, and technology to drive better outcomes from digital CX
  • Most agencies have good intentions, but they fall short of customer centricity that leads to engaging customer experiences
  • Organizational challenges hold agencies back from digital CX excellence