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🔍 Why CX is Essential in Governmental Entities: A Critical Perspective

Nour Abdeljaoued
2 min readFeb 3, 2025

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đź“Ś Kicking Off a New Series: The CX Debate

December 2024 didn’t go as planned. January? Let’s just say it was another whirlwind start to the year. But here we are — reset and ready to deep dive into new conversations.

This article kicks off a new series: The CX Debate. A space where we challenge, analyze, and debate the role of Customer Experience (CX) across industries.

Today, we’re starting with government. We often discuss CX in the private sector, but what about public services? When competition doesn’t exist, does CX even matter?

🌍 CX in Government: A Necessity or Just a Trend?

We’re seeing massive investments in digital transformation worldwide, with some governments leading the charge. Take the UAE’s Vision 2031, pushing for a 100% digital government, or Saudi Arabia’s Vision 2030, aiming for frictionless, AI-powered services. The European Union, the U.S., and various nations across Asia are also making bold strides.

But let’s get critical for a second — what drives CX in government? Unlike businesses, governments aren’t competing for customers. If you need a passport, pay taxes, or register a business, there’s no alternative…

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Nour Abdeljaoued
Nour Abdeljaoued

Written by Nour Abdeljaoued

User Experience Strategist I Design Thinker I UX Researcher I Design Instructor

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