How to Increase Your Customer Experience Maturity Level and Deliver Better Citizen Services

A guide for federal and state government agencies considering how to improve customer experience (CX) for constituents.

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If your agency is like many others in the public sector, it's thinking more about how to deliver a strong customer experience (CX) to citizens. It may interact with citizens and conduct research, but collecting enough qualitative and quantitative data to assess and improve CX may be a challenge.

If this sounds familiar, your agency is in the Tactical phase of its CX maturity journey. How can you get to the next step of being Strategic – and improve citizen satisfaction as a result?

Download this guide to learn how to progress CX to benefit your agency and citizens alike. Inside, you'll find:

  • An overview of the CX Maturity Model

  • Common traits and challenges of the Tactical phase

  • How to progress to the Strategic phase

  • The benefits afforded to citizens as CX improves