A Metrics-Driven Approach to Customer Experience


A Metrics-Driven Approach to Customer Experience

Just as you wouldn’t choose a poorly rated restaurant for dining out, citizens don’t want to interact with agencies that have poorly rated customer experience (CX).

However, organizations that use metrics to guide and quantify their CX efforts are able to provide a better experience while reducing costs and increasing efficiencies.

In this report, you'll learn how metrics-driven CX strategies are helping government fix problems faster and serve citizens better. You'll also explore statistics and a case study, and get actionable tips you can take back to your agency.

cover image Download your free copy of the new report to explore:

- The state of customer experience (CX) in government today.

- Best practices to kick-start better metrics at your agency.

- How the Centers for Medicare and Medicaid Services (CMS) used data to enhance citizen services for more agility.