State and local services

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experiences to the one offered by Amazon. So, it is vitalfor the survival of businesses, wherever they are in the world, to keep pacewith the competition when it comes to customer experience quality. Netflix is​​another example of an excellent online customer experience, as this platformhas quite simply revolutionized the way audiovisual content is currentlyconsumed. Everyone who subscribes to Netflix has access to a large amount ofcontent, both in terms of volume and diversity, with films, series anddocumentaries. Additionally, customers can choose when they want to watch them(without ads) and download them for offline viewing. Netflix has simply set newstandards for other streaming platforms and customers are no longer willing toaccept a

subpar experience. How the public sector responds to newexpectations It is the same in the public  Chinese Malaysia Phone Number List sector, in which significant progresshas recently been made in the digitalization of services . For example, Germanyenacted an Online Access Act (OZG), which ensures that every citizen has asingle digital account through which they can easily access all federal, . And it is now possible to schedule a medical visit onlinein one click or request a document without having to wait hours. Theseinnovations have improved the quality of life of many citizens, but they havealso increased the level of requirements for public administrations. Anyone whohas experienced this speed and simplicity no longer puts up with long queues orendless

handoff between different customer service agents . Additionally,as we become accustomed to a simpler experience in the private sector, publicsector innovations have also raised the bar for private companies. If acustomer can get a simple online experience on a public service, why would theyaccept a lower quality experience from a private company? It's no longer justabout being competitive in a single sector So we see that horizontal experiencerefers to the fact that when people compare the positive experiences they havehad to those of other companies, even if their industry is not the same, thesepeople come to most of the time demanding the same level of quality,customization and satisfaction from other companies. And this phenomenon