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.
We reveal insights from Forrester’s State Of CX Teams Survey, 2024, to help providers understand the current and future CX market.
Discover the CX performance of 15 US hotel brands and the drivers and emotions that affect loyalty the most.
Discover the CX performance of five US airline brands and the drivers and emotions that affect loyalty the most.
French consumers’ concerns about physical safety vary widely by type of place. They worry most in live entertainment venues.
UK consumers’ concerns about physical safety vary widely by type of place. They worry most in bars and least in retail stores, banks, and government service centers.
US consumers’ concerns about physical safety vary widely by type of place. They worry the most in live music venues.
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.
