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.

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