Forrester Research Inc.

07/06/2020 | Press release | Distributed by Public on 07/06/2020 03:15

Government Digital Transformation In Asia Pacific Requires Customer Obsession

As governments around the world deal with the COVID-19 pandemic and global recession, the need for digital transformation and exceptional government customer experience (CX) has never been greater. Customers have rising expectations of digital experiences from the brands they interact with, and they expect the same - or more - from their government. In Forrester's definition, it does not only mean the experiences of citizens. This should also include all other stakeholders, such as government employees, tourists, overseas investors, and nonresident business owners. Their experience is equally crucial to a government's ability to achieve mission goals.

Forrester data reveals that when CX improves, positively engaged customers are more likely to comply, trust, and forgive; government operations cost less and run more smoothly; and people's faith in the country rises. But true transformation must be led by customer obsession. It requires government leaders to drive changes in culture, habits, operating models, and priorities to get the most out of their teams.

For more information, refer to this blog post 'In A Crisis, Customer-Obsessed Government Can Save Lives ' by Principal Analyst Sam Higgins.

Download Forrester's guide to understand how governments in Asia Pacific can adopt a customer-obsessed operating model that will help them accelerate their digital future for a successful public service.