Research and consulting firm Forrester is calling for the incoming Biden administration to create a permanent Chief Customer Officer (CCO) position that would have the stated goal of improving the customer experience (CX) of those interacting with Federal agencies.
“Average federal CX quality has risen only 4.6 points on our 100-point scale — from 56.5 to 61.1 — from 2015 to 2020. Many agencies’ scores have remained flat that entire time,” the Dec. 4 report states.
Forrester recommends the administration work with Congress to create the position and nominate a skilled problem solver to helm that post. Beyond that, the report’s recommendations depend on priorities for the new administration.
If the Biden administration wants to make big changes to Federal customer experience, the report recommends a “risk-taker” not afraid to swing for the fences. However, if the administration wants to take a more measured approach and make smaller changes, the report recommends a more detail-oriented CCO who is able to work within the scope of existing solutions.