Join us at CXDC 2018: Transform Government From The Outside In
The focus on government CX is not a fad. The new Improving Customer Experience cross-agency priority…
Latest Posts By Rick
Drive revenue with CX
Avoid These Top CX Misconceptions
To provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design,…
March 19, 2018
Drive revenue with CX
Does CX Quality Affect Stock Performance? Yes, But…
For years, back-of-the-napkin analyses have claimed that CX quality correlates with better stock performance. We dug deeper and compared a portfolio of CX leaders in…
February 28, 2018
Drive revenue with CX
The US Customer Experience Index For 2017: CX Quality Worsened
This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of…
September 27, 2017
Drive revenue with CX
CXDC 2017: Navigating the Uncertain Future of Federal Digital Engagement
Next week at Forrester’s annual CXDC Forum in Washington, D.C., I’ll be joined by more than 200 government leaders who are leading the charge to…
September 5, 2017
The Canada Customer Experience Index For 2017: Losses Across The Board
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…
August 30, 2017
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…
September 29, 2016
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…