Rick   Parrish

Rick Parrish

VP, Principal Analyst Serving Customer Experience Professionals

Based near Washington, D.C., Rick serves customer experience professionals in the government and private sector. Rick leads Forrester’s research on CX management maturity, values-based CX, and government CX. His research helps organizations in all industries focus and organize their customer experience ecosystems around CX improvement; he also helps governments overcome the unique challenges they face in developing successful and innovative customer experiences. He has been with Forrester for more than five years.

Previous Work Experience

Rick has more than 17 years of experience in analysis. He was previously an analyst at the Central Intelligence Agency (CIA), where he helped pioneer high-profile improvements in the CIA's customer focus and gained an appreciation for the unique hurdles governments face in such efforts. He also earned awards for his rigorous, influential analysis and engagement with a range of senior officials. Prior to his government service, Rick was a professor of political science at Loyola University New Orleans and West Texas A&M University (WTAMU) and director of the political science graduate program at WTAMU.

Education

Rick holds a PhD in political science from the University of Wisconsin-Madison, where he focused on international relations and political theory.

Rick Parrish

VP, Principal Analyst Serving Customer Experience Professionals

Based near Washington, D.C., Rick serves customer experience professionals in the government and private sector. Rick leads Forrester’s research on CX management maturity, values-based CX, and government CX. His research helps organizations in all industries focus and organize their customer experience ecosystems around CX improvement; he also helps governments overcome the unique challenges they face in developing successful and innovative customer experiences. He has been with Forrester for more than five years.

Previous Work Experience

Rick has more than 17 years of experience in analysis. He was previously an analyst at the Central Intelligence Agency (CIA), where he helped pioneer high-profile improvements in the CIA's customer focus and gained an appreciation for the unique hurdles governments face in such efforts. He also earned awards for his rigorous, influential analysis and engagement with a range of senior officials. Prior to his government service, Rick was a professor of political science at Loyola University New Orleans and West Texas A&M University (WTAMU) and director of the political science graduate program at WTAMU.

Education

Rick holds a PhD in political science from the University of Wisconsin-Madison, where he focused on international relations and political theory.

Rick Parrish's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    July 15, 2019Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience Index (CX Index™). We also unveil new trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    June 11, 2019Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience Index (CX Index™). We also unveil new trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Introducing Forrester's Values-Based Experience Framework

    June 11, 2019Rick Parrish

    Brands' moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they deliver, leading to high-profile flubs. Our values-based experience framework clarifies companies' nine possible relationships with values. Customer experience (CX) professionals should use this framework to determine where their companies currently stand on values, so they can decide how to evolve their approach.

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    March 4, 2019Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Forrester's Top Customer Experience Research Findings Of 2018

    February 22, 2019Rick Parrish

    Forrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports and highlight them in one place. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

View all of Rick Parrish's Research

Clients Who Work With Rick Parrish Also Work With:

View all related analysts

Connect

Brief Our Analysts

Upcoming Events

Forum: Security & Risk 2019

Date: September 12, 2019
Register
View all upcoming events