Rick Parrish

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.

CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.

The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer experience (CX) efforts. Folks at the White House’s Office of Management and Budget (OMB) and some US federal agencies have been working hard to improve the quality […]

These days, many companies are trying to express moral, social, or political values that resonate with values-based consumers. Giving Tuesday (which falls on the first Tuesday after Thanksgiving) presents an opportunity for companies to do just that, so a growing number of brands participate. However, companies’ participation in Giving Tuesday will resonate with the market […]

Retailers: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries and firms face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath. As a result, […]

Technology transformation is a fundamental lever to change the working of government overall.

Federal CX scores increased slightly in the 2020 CX Index. Discover what customers thought of federal agencies from the National Park Service to the IRS in this blog post.

Technology transformation is a fundamental pillar for reforming the overall workings of government.

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […]

Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. This year is especially exciting for two reasons: 1. We added the utilities industry. 2. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed.

A Flash-Point Week For Facial Recognition Last week, IBM, Amazon, and Microsoft came out and made some big announcements on how they intend to halt or ban the use of facial recognition technology for law enforcement. At a time when privacy and civil rights dominate the zeitgeist, these values-based decisions will force much-needed dialogue on the ethics of facial recognition […]

Our analysts address the five most pressing questions in the facial recognition debate.

Use Federal Stimulus Funds To Deepen Customer Obsession US federal stimulus packages feature over $1 trillion in benefits to businesses. How will your company use its share? In our report, “Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession,” we detail key ways businesses can use federal stimulus money to put customers at the […]

The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. Forrester looked at how more than 20 companies changed their policies and procedures in response to COVID-19. Three key themes emerged as firms: Reduced sources of stress. Financial services firms, including Bank […]

Brands’ moral, social, and political values are now a core issue for most customers and employees. Unfortunately, companies lack a systematic values strategy, leading to high-profile flubs. My new report, “Interactive Tool: Determine Your Company’s Strategy For Values-Based Customers,” features a Q&A tool that helps firms make conscious decisions about how much to bring moral, […]

Emotion is the most important dimension of CX quality — even for digital. Our CX Index™ data proves it. That goes double given the uncertainty of the COVID-19 pandemic. Read three ways to ensure you're delivering emotionally relevant CX during this difficult time.

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. I just published a report that pulls together our most important CX findings from those publications and highlights them in one place. The report is called “Forrester’s Top Customer Experience Research Findings Of 2019.” The key discoveries that I feature in this […]

A surprising 44% of US online adults use federal agency websites. So why aren’t they more customer-focused? VP, Principal Analyst Rick Parrish provides some key takeaways from our recent analysis.

Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.