Manufacturers are building big ROI through great customer experiences.
Government agencies that focus on CX drive higher ROI.
Personalising customer relationships is reshaping the way top manufacturers do business. And get ahead.
We commissioned Forrester Consulting to evaluate the role of customer experience (CX) for businesses. We found that government agencies that use CX empower their people to create impactful and cost-effective experiences and increase ROI.
People-centric government agencies are rewarded with high ROI.
85% of top government agencies stay on track with CX metrics.
Experience-driven government agencies track the ROI metrics of customer experience, compared to just 50% of other government agencies.
CX-focused government agencies are 1.7x more likely to benefit from investments.
With CX tools, government agencies are more likely to increase transaction and form conversion rates — and ROI — as a benefit of their investments.
Happy constituents are 1.9x more likely with CX.
When government agencies utilise CX to support the public, they report increases in customer compliance and advocacy, as well ROI growth.
Reduced software costs are 1.6x more likely.
With a commitment to CX, government agencies are reporting faster software development cycles, which lead to reduced costs and increased ROI.
Read the full study to see how people-centric services drive ROI.
Our commissioned study, conducted by Forrester Consulting, found that customer-centric government agencies experience greater ROI. Read The Business Impact of Investing in Experience: A Spotlight on Government to learn more.