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Customer Experience (CX)
How Government and Private Sector CX Strategies Converge
Customer experience is now at the forefront of every government agency's digital strategy. The 21st Century Integrated Digital Experience Act (IDEA) and the President's Management Agenda have focused on improving CX internally and externally. The strategies, objectives and measurements of CX success in government increasingly dovetail with those in the private sector. The value of great CX in government revolves around reducing duplication (Efficiency), increasing transparency and increasing employee and user satisfaction with government services (Effectiveness).