The Customer Experience Challenge Blog

Last year we have done some research with the consultants Frost and Sullivan on Smart Cities and Citizen Engagement. As part of this project, many municipal decision-makers in Europe were interviewed about which services were the focus of their data-centric projects.

A recent Frost & Sullivan survey found that improvement in citizen engagement is a major objective for leading “smart” cities in Europe, with 70% of respondents saying that engagement was a focus of their data-centric projects. Also, over 50% said they had already created online tools using mobile apps and social media for citizens to report issues of concern.