The Path to Better Digital Engagement 1 A NEW JOURNEY FOR GOVERNMENT: THE PATH TO BETTER DIGITAL ENGAGEMENT RESEARCH BRIEF2 Research Brief EXECUTIVE SUMMARY In today’s competitive environment, com- panies know that stellar customer service can make or break their business. Failure to meet or exceed expectations can mean the difference between repeat customers and lost revenue. In government, the focus on improving cus- tomer service has been less pronounced. In many cases, government is the sole provider of a particular service, and oftentimes those services have not been optimized to meet the needs of increasingly tech savvy customers. But with the voice of citizens being heard more via social media and online technol- ogies, all of that has recently started to change. I

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