VP, Principal Analyst
Rick serves customer-obsessed leaders in the private sector and government. He leads Forrester’s research on customer experience (CX) management maturity, values-based CX, and government CX. He also coordinates all of Forrester’s research on customer obsession. Rick’s work helps organizations in all sectors achieve customer-obsessed transformations and create innovative customer experiences — even when institutions face unique challenges, like they do in government and highly regulated industries. Rick has been with Forrester for more than seven years and is based near Washington, DC.