Rick   Parrish

Rick Parrish

Principal Analyst Serving Customer Experience Professionals

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.

Education

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

Rick Parrish

Principal Analyst Serving Customer Experience Professionals

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.

Education

Rick holds a Ph.D. 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 US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018Rick 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 287 brands across 19 industries in the US 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: Why And How To Improve Government CX

    May 31, 2018Rick Parrish, Laura Garvin Tramm

    The need to upgrade government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success. In this report, we reveal the 11 ways that CX quality drives mission success and offer proven advice on how CX professionals at government organizations can take a systematic approach to improving CX.

  • For Customer Experience Professionals

    REPORT: The US Federal Customer Experience Index, 2018

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

    May 31, 2018Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward this goal with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' CX performance with the private sector's and assess how well agencies perform on key CX drivers and digital CX. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.

  • For Customer Experience Professionals

    REPORT: Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study

    April 19, 2018Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue. Forrester's Customer Experience Index (CX Index™) methodology gives brands the data and actionable insights that they need to accomplish these goals. This report answers nine common questions to help CX pros find the right way to integrate the CX Index into their existing measurement landscape.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: Avoid These 14 CX Misconceptions

    March 19, 2018Rick Parrish, Kelly Price, Ryan Hart, Andrew Hogan, TJ Keitt, Faith Adams, Maxie Schmidt-Subramanian, Samuel Stern

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In this report, we detail the most common misunderstandings and explain how CX professionals can get back on track.

View all of Rick Parrish's Research

Clients Who Work With Rick Parrish Also Work With:

View all related analysts