Guerrilla CX For Government

June 18, 2015

Some tips from Forrester to improve customer experience (CX) in government and to prove the value of a CX approach to skeptical leaders:

Make The Best Use Of Available Customer Data

• Aggregate and use the customer data you already have
• Go for big impact by exposing the unfiltered voice of the customer

Foster Rapid-Fire Experimentation And Learning

• Use low-tech and free tools
• Spread CX skills informally

Create Memorable Moments That Build Coalitions

• Make it impossible to ignore the customer
• Go after emotionally charged experiences first

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