Government Business Council report

Enhancing Empathy: Experience as a Service in the Federal Government

For federal agencies, a strong customer experience (CX) strategy isn’t just nice to have. It’s critical for building public trust and delivering on the promise of government. This playbook provides expert guidance on understanding the public’s CX pain points, making the best use of your agents’ skills and improving your agency’s customer service.

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When you download the report, you’ll learn how to:

Prioritize customer expectations in your strategic investments

Improve your agency’s CX by centering employees in your strategy

Increase visibility across the customer journey to identify friction points and data gaps

Map your journey to identify priorities and chart the path forward

Experience as a service in federal government

Enhancing Empathy: Experience as a Service in the Federal Government​