The customer experience imperative for EU Institutions


“It’s the customer who pays the wages”

The customer experience imperative for EU Institutions

Executive Summary

Moving from citizen service toward customer experience

In the private sector, companies leading in customer experience (CX) systematically outperform companies lagging behind, and as a result, the importance of CX has become crystal clear. Organizations have realized that investing in CX has a direct impact on profits and shareholder value, and they have reacted. In 2006, the European Union started to follow suit by putting citizen service at its core, launching several initiatives including an inventory of best practices to prepare guidelines on how to measure citizen satisfaction. However, existing initiatives focus on citizen service rather than the entire customer experience. They may be excluding potential gains, as customer service represents only a part of customer experience and focuses on one specific customer group—citizens.

Inside Magazine - EU edition 2017

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