Rick is a research director in Forrester’s customer experience (CX) practice and the coordinator of research on customer obsession companywide. Rick's team conducts cutting-edge research and client engagements to help CX leaders improve CX quality reliably and efficiently. Rick’s own research focuses on government CX and corporate values strategies.
In this 4-minute video, VP and principal analyst Rick Parrish details the relationship between customer obsession and customer experience.
Use our Values Strategy Framework and decision tool to choose your organization’s ideal approach to values for customer obsession.
Take Forrester’s Operations Assessment For Customer Obsession to see how well your company puts customers at the center of its everyday operations.
Eight of the 25 utilities we studied improved and only two declined. The industry average rose by 1.6 points but remained near the bottom of our 13-industry study.
The average US federal customer experience improved slightly in 2021, although the quality of federal CX varies widely for different demographic groups.
In 2022, the global public sector will transform employee and customer experiences and the technology environment in ways that reshape societies.
