Rick Parrish

CX Summit North America left us with much to think about — and much to put into motion at our organizations. Here are a few parting thoughts from Nashville.

While AI will help usher in a dynamic future for customer experiences, getting the human element right remains essential. Read some of the highlights from our second full day in Nashville.

On the first full day of CX Summit North America, we explored the magic and mayhem of AI in CX and its potential to fuel next-level experiences.

Join us in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.

Success in an uncertain economy requires customer obsession. Register now for CX North America to get the cutting-edge research and actionable frameworks that you need to achieve your goals.

The White House’s budget proposal for fiscal-year 2024 includes more than $500 million in customer-experience (CX)-related investments to continue progress on the administration’s robust CX goals. Predictably, this hasn’t made headlines: It’s just .007% of the total $6.9 trillion budget proposal and doesn’t excite fiery debates like higher-profile requests do. It’s a strong investment, however, […]

Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award.

Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]

Submit your nominations for Forrester's inaugural Customer Obsession Awards. These awards will recognize leading organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement.

In this challenging economic climate, CX leaders must invest to maximize the ROI of their CX programs. Those who don’t will find their budgets slashed — especially if economic troubles persist.

Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]

Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US federal CX Index (CX Index™) report since 2015. This year, in […]

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

After months of negotiations in Congress, the Infrastructure Investment and Jobs Act is about to become law. This new law will address specifics such as climate change, sustainability, and cybersecurity that all have specific requirements which, in turn, will drive your policy and regulation in the future. If you do business with the US federal […]

Governments' actions on climate change, digital privacy, and the future of the workplace will reverberate throughout the world’s economy. Learn more in our public sector predictions for the coming year.

Forrester’s Canada Customer Experience Index (CX Index™), 2021, reveals the scores of 97 brands across nine industries. Our full report has a wealth of data at the brand and industry levels. In brief, when we compare only brands that we studied both at the start of the pandemic in 2020 and in 2021, the quality […]

CX leaders must organize stakeholders enterprise-wide – often without direct authority over the people, process, and technology they need to influence. But how? Get a preview of the CX North America 2021 keynote.