The Federal Government Released the Digital Services Playbook in 2014...
                         ...How Will it Impact your Agency?

Webinar Recording: Government and Public Sector Customer Experience Finally Turns the Corner

The Federal administration has laid groundwork for government customer experience (CX) improvements in 2015 according to research by Forrester Senior Analyst, Rick Parrish ‒ a featured speaker during this webinar for federal, state and local agency professionals. Join us to learn how agency personnel and contractor collaboration factor into CX performance; how the U.S. Digital Services Playbook rollout impacts the path forward for all digital and traditional communication channels; and recommendations to help optimize citizen engagement for all levels of government.


Hear industry experts offer insight on:

  • How customer experience impacts citizen engagement
  • The impact of the Digital Services Playbook on state & local agencies
  • Agencies that have improved their constituents’ digital experience
  • Top findings from the November 2014 Forrester Research report, "Predictions 2015: Federal Customer Experience Finally Turns The Corner"

Rick Parrish
Senior Analyst  
Forrester Research

Based in Washington, DC, Rick serves government Customer Experience Professionals. Rick's research helps governments overcome the unique challenges they face in developing successful and innovative customer experiences for the people they serve. Rick holds a Ph.D. in political science from the University of Wisconsin-Madison, where he focused on international relations and political theory.

 David Moody
VP & Global Practice Leader, Government and Public Sector 
Verint Systems Inc.

David Moody has global responsibility for the success of Verint’s Government and Public Sector Practice which includes Federal / National, State, County and Local Government and Higher Education.  With a specific focus on customer (or citizen) engagement optimization, David has a particular passion for strengthening the connection between the customer – or citizen – and government for mutual benefit.