Drive revenue with CX
The Canada Customer Experience Index For 2016, Part 1: A Year Of Stagnation
I’m happy to announce that we just released this year’s Customer Experience Index report for Canadian brands. The report is based on Forrester's…
Latest Posts By Rick
Drive revenue with CX
Washington Still Fails At CX: Insights From The US Federal CX Index, 2016
The White House requires federal agencies to provide customer experiences that match the best of the private sector's. Yet despite another year of intense focus…
September 9, 2016
Drive revenue with CX
CXDC 2016 Q&A with The Department of Veterans Affairs (VA)
CXDC 2016 is just around the corner, and we have an incredible agenda featuring 25+ Federal CX leaders and top Forrester analysts. I asked…
August 17, 2016
Drive revenue with CX
Talent Management For The Customer-Obsessed Organization
Employees are the lifeblood of a customer-obsessed enterprise. No matter how advanced a company's technology, how big its data, or how trendy it’s marketing, businesses…
August 11, 2016
Drive revenue with CX
Federal CX Professionals: Your Time Is Now
This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Check out our…
August 2, 2016
Drive revenue with CX
The US Customer Experience Index for 2016, Part 2: CX Plus Digital Equals Disruption
In a previous blog post about the Customer Experience Index for US brands In 2016, Harley Manning contrasted the rising tide of…
July 25, 2016
Drive revenue with CX
Yes, Federal CX Professionals, They Are Out To Get You
This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Register for our…
July 19, 2016
Drive revenue with CX
The Public Is Still Skeptical Of Federal Digital Customer Experience
The White House has been trying to improve the federal digital customer experience (CX) since 2011. But when I published my first report and…
February 29, 2016
Drive revenue with CX
Federal CX Pros Must Start Preparing For The Presidential Transition Right Now
It's been eight years since the last presidential transition. Since then, we've seen real progress on the federal customer experience (CX) front, including the creation…
September 17, 2015
Drive revenue with CX
What Should Washington Do About The Public’s Lukewarm Attitude Toward Digital Government?
Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for…