Executive Summary Public-sector CX — including both federal and state/local agencies — has stagnated. According to the latest Forrester CX Index data, U.S. federal agency CX scores have hovered around ~61.9/100 for multiple years, with little to no improvement. That trend mirrors what state and local governments are experiencing. With citizens’ expectations shaped by modern private-sector service standards, these “flat” scores represent a risk to agency relevance and effectiv

Originally published 11/17/2024 When it comes to making payments, calling into an IVR may not be the first thing that comes to mind. ...