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.
This report offers data-driven guidance to help CX leaders strategically adjust their 2027 budgets.
Discover how perceptions of financial security, physical safety, local environmental quality, and vehicular traffic affect in-store retail CX.
To navigate market volatility, consumer business leaders must optimize their focus and spend, master change management, and ratchet up risk management discipline.
A new Forrester study shows that high-end materials — even manufactured ones — plus ambiance and service contribute to perceptions of hotel luxury.
The Veterans Health Administration outperforms the Veterans Benefits Administration and US federal average on all aspects of CX.
In volatile times, government leaders must steer with clarity, reprioritize fast, cut costs smartly, and manage risk with a long-term strategic lens.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
