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  • Customer Experience
  • Rick Parrish
  • Business Transformation & Organizational Change Management

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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The State Of CX Management Maturity, 2020

    The Benchmark Report In The CX Transformation Playbook
    March 16, 2021 | Rick Parrish

    A track record of providing high-quality customer experience (CX) is no guarantee of future CX success — especially in the wake of the COVID-19 pandemic, which turned traditional customer behavior...

  • Report Gauge Your CX Management Maturity

    The Assessment Report In The CX Transformation Playbook
    March 1, 2021 | Rick Parrish

    Customer experience (CX) transformations require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels....

  • Report Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Rick Parrish

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • Report The State Of CX Management Maturity, 2019

    April 17, 2020 | Rick Parrish

    Even a track record of providing high-quality customer experience (CX) is no guarantee of future CX success. Organizations that want to provide great customer experience reliably for years to come...

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