Qualtrics：2024年政府服务体验趋势报告（中译版）（16页）.pdf

1、Government Trends2IntroductionAcross the globe,government agencies are driving positive impact for their customers and employees through deliberate investment in organizational,technological,and workforce capabilities.And in the last decade alone,theyve steadily improved key indicators of effective

2、customer experience(CX),reflecting their strategic focus and resourcing of CX solutions.In the US Federal government,these efforts have highlighted the importance of customer journeys as a powerful framework through which teams can understand and improve experiences.Through our research,we discovere

3、d a wide variation in the performance of different customer journeys,showing the need for more consistency in service quality.But what we also discovered is that people experience is created through deep inter-connections across the three elements of organizational effectiveness:customer experience,

4、technology,and workforce.Where the workforce feels disengaged,support for technology transformations wane.Where technology fails to meet customers expectations,satisfaction drops.As a result,treating customer,employee,and technology capabilities as distinct efforts led through their own siloes misse

5、s opportunities to catalyze improvements in all three ingredients for service delivery.In this report,well explore how government agencies are leveraging technologies,customer experience strategies,and human-centric approaches to talent management to deliver better outcomes for all.Dr.Sydney Heimbro

6、ck,Ph.DChief Industry Advisor for GovernmentDr.Antonio Pangallo,PhDPrincipal XM ScientistTalia QuaadgrasResearch Program ManagerIsabelle Zdatny,XMP,CCXPHead of Thought Leadership,XM InstituteMEET THE EXPERTS3What we found17Reminder to takethe Q3 EmployeeExperience PulseFederal agencies are closing t