This article is part of a comprehensive report published by the International Foundation for Customer Experience in Government, which aims to enhance the global dialogue on Customer Experience (CX) in the public sector. Drawing on innovative practices from around the world, the report establishes benchmarks for governments to improve their CX initiatives.
TRENDS OF PRACTICE – EMERGING POTENTIALLY DISRUPTIVE TRENDS
There are newly identified trends that are emerging on the CX horizon with the potential of evolving into mainstream use. These trends have the potential to greatly reshape CX design and delivery in the mid-to-long term.
Presently, the areas of focus have focused on integrating the human component of employee experience with a data-driven backbone to support the organizational-level implementation of CX objectives. For example, improving the soft skills and knowledge of customer-facing staff can reduce customer effort when applying to a service. These results can also be expected to improve with the implementation of data-based strategies to reform technological infrastructure and general process improvements. Further trends are detailed below:
Get ready to dive into our next set of articles, where we showcase transformative case studies from around the globe, highlighting how governments are revolutionizing public service through innovative CX practices.