Each year, new data is released that shows customer service and the customer experience are more important than ever.

According to Forrester, 72% of businesses say improving the customer experience is their top priority. And it's not just the private sector that is sitting up and taking note. The public sector, you could argue, is in an even tighter spot, as it's faced with the challenge of significantly improving service delivery and customer experience but with ever dwindling budgets.