Rick Parrish

VP, Principal Analyst

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How To Beat The Top Five Excuses For Not Improving Your Government Agency’s Customer Experience

Rick Parrish April 28, 2015
Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Don’t believe these cynics. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too. Use this list of comebacks to subdue […]
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The Top Four Reasons To Improve The Federal Customer Experience

Rick Parrish April 16, 2015
Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order No. 12862 required federal agencies to create basic CX standards. The strongest and most recent mandate is last year’s “customer service” cross-agency priority goal, which requires federal agencies to provide […]
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The Rise Of Federal Chief Customer Officers

Rick Parrish March 6, 2015
Hundreds if not thousands of leading corporations have created chief customer officer (CCO) positions in recent years to help them become more customer-centric. Now US federal government agencies are toying with the idea of adding CCO positions and four have already taken the plunge. In my first Forrester podcast, I spoke with hosts Sam Stern […]
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Improving The Federal Customer Experience Is A National Security Imperative

Rick Parrish November 7, 2014
Improving the U.S. federal customer experience (CX) is crucial to our nation’s long-term security. I’m not exaggerating. Improving federal CX is about far more than just boosting an agency’s ranking on the American Customer Satisfaction Index (ACSI) or raising a Net Promoter Score. It’s even about more than influencing the success or failure of major […]
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It’s time for police departments to start measuring the customer experience

Rick Parrish September 8, 2014
In response to recent tragedies, many commentators have suggested requiring every police officer to wear a video camera and microphone at all times. Some activists even suggest that these videos be publicly live-streamed for maximum accountability. That’s not necessarily a bad idea, despite some technical, budgetary, and legal hurdles. Other commentators have pointed out that […]
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Is Improving The Customer Experience A Moral Imperative?

Rick Parrish May 21, 2014
When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It's the right thing to do." But I'm not about to take an easy answer like that at face value, so I dig deeper. I try getting them to admit that they're really […]
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Sneak Preview: The Latest On The Customer Experience Ecosystem

Rick Parrish May 16, 2014
When Forrester first introduced the customer experience (CX) ecosystem concept three years ago, we found that companies’ attempts to innovate their CX were limited by tunnel vision. They couldn’t see beyond the surface layer of individual touchpoints to understand the intricate web of behind-the-scenes dynamics that really create the customer experience. To update our research […]
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