Speaker Biography

Rick Parrish

Principal Analyst

Sessions Featuring This Speaker

Forrester's Forum For Customer Experience Professionals East


  • 08:45 AM - 09:15 AM

    The Customer Experience Ecosystem, Redefined

    Your customer experience ecosystem determines the quality and defines the limits of every experience your company delivers. But as firms adopt an outside-in approach to experience design — focusing on real customer needs rather than legacy assumptions and inside-out biases — they learn that their ecosystems are not aligned with new realities. This session will explain:

    • What a customer ecosystem really includes.
    • How leading firms have redefined their ecosystems to radically improve — and innovate — customer experience.
    • The role customer experience professionals play in business transformation.

Research Focus

Based in Washington, D.C., Rick serves Customer Experience Professionals in the government and private sector. Rick leads Forrester’s research on CX management maturity, CX vision and strategy, 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 three years.

Previous Work Experience

Rick has more than 15 years of experience in analysis. He was previously an analyst at the Central Intelligence Agency, 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.


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