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  • Rick Parrish

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  • For Customer Experience Professionals

    Report

    Report Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • For CIO Professionals

    Report

    Report US Government Sector Tech Spending Trends, 2017 To 2018

    Government CIOs Must Find Ways To Increase BT Spend Amid Tight Budgets
    February 8, 2017 | Andrew Bartels, Rick Parrish

    US federal, state, and local government CIOs are caught in a bind. The age of the customer is as real to them as it is to public companies. Government CIOs need to make investments in analytics,...

  • For Customer Experience Professionals

    Report

    Report Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders

    Performance Management: The Customer Experience Ecosystem Playbook
    January 18, 2017 | Rick Parrish

    With customer experience (CX) competition intensifying, businesses must look beyond mere cosmetic CX makeovers. To solve the root causes of CX problems and create truly differentiated experiences,...

  • For Customer Experience Professionals

    Report

    Report Drive Differentiation With Your Ecosystem

    Executive Overview: The Customer Experience Ecosystem Playbook
    January 13, 2017 | Rick Parrish, Dylan Czarnecki

    To deliver truly standout experiences, companies must align a complex interdependent ecosystem of customers, employees, partners, and operating environments. Forrester calls this the "customer...

  • For Customer Experience Professionals

    Report

    Report Reinvent Customer Experience

    Road Map: The Customer Experience Ecosystem Playbook
    December 20, 2016 | Rick Parrish

    A whopping 70% of customer experience (CX) pros say that their firm's goal is to be a CX leader in their industry or across all industries. Despite that, only 1% of companies succeed in delivering...

  • For Customer Experience Professionals

    Report

    Report Eight Challenging Trends For Customer-Centric Government In 2017

    December 13, 2016 | Rick Parrish

    The nascent Trump administration has said virtually nothing about customer-centric government. However, the actions that President-elect Trump has promised in other policy areas will impact the...

  • For Customer Experience Professionals

    Report

    Report Transform Government From The Outside In

    Embrace These Five Imperatives For Smart, Effective Government

    Reformers often say that governments should run more like businesses. We agree. That's why all governments must embrace mobile, big data, customer experience, digital, and privacy — the same five...

  • For Customer Experience Professionals

    Report

    Report What The Federal Government Can Teach Us About CX

    Lessons Learned From Forrester's CXDC 2016 Forum
    November 30, 2016 | Rick Parrish, Dylan Czarnecki

    At Forrester's inaugural federal government forum, CXDC 2016, representatives from a diverse set of federal agencies with varying levels of customer experience (CX) maturity took to the stage to...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Ecosystem Redefined

    Vision: The Customer Experience Ecosystem Playbook
    November 29, 2016 | Rick Parrish, Dylan Czarnecki

    Customer experience (CX) competition is intensifying, and fundamental flaws in ambitious companies' CX ecosystems are thwarting their efforts to differentiate. To help CX professionals better...

  • For Customer Experience Professionals

    Report

    Report Predictions 2017: The CX Quality Split

    Landscape: The Customer Experience Ecosystem Playbook
    October 31, 2016 | David Truog, Allegra Burnette

    The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with...

  • For Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • For Customer Experience Professionals

    Report

    Report The US Federal Customer Experience Index, 2016

    Despite Some Bright Spots, Agencies Fail To Meet The Administration's CX Goals
    August 30, 2016 | Rick Parrish

    The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal by releasing...

  • For Customer Experience Professionals

    Report

    Report Don't Let Government Derail Your Customer Experience

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience
    August 19, 2016 | TJ Keitt, Rick Parrish

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...

  • For CMO Professionals

    Report

    Report Talent Management For The Customer-Obsessed Organization

    How To Hire, Train, And Retain Customer-Obsessed Employees
    July 20, 2016 | Rick Parrish, Claire Schooley

    Employees are the lifeblood of a customer-obsessed enterprise. Unfortunately, most businesses that claim to focus relentlessly on customers fail when managing customer-obsessed talent. In this...

  • For CIO Professionals

    Report

    Report Talent Management For The Customer-Obsessed Organization

    How To Hire, Train, And Retain Customer-Obsessed Employees
    July 20, 2016 | Rick Parrish, Claire Schooley

    Employees are the lifeblood of a customer-obsessed enterprise. Unfortunately, most businesses that claim to focus relentlessly on customers fail when managing customer-obsessed talent. In this...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2016

    Benchmarks: The Customer Experience Maturity Playbook
    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For Enterprise Architecture Professionals

    Report

    Report Brief: Understand The Disruptions That Affect Your Firm's Customers

    Add Customer-Centric PEST Analysis To Your Strategy Toolbox
    June 24, 2016 | Gordon Barnett, Rick Parrish

    Businesses must look beyond tactical customer experience (CX) improvements toward long-term, customer-driven strategies. Traditional strategy analysis techniques fall short for this; they focus on...

  • For Customer Experience Professionals

    Report

    Report Ten Ways That The Cloud Can Power Government Customer Experience Innovation

    May 18, 2016 | TJ Keitt, Rick Parrish

    Cloud services promise to lower tech management operational costs, which entices government agencies in this time of constrained budgets. But the cloud also has the potential to improve government...

  • For Customer Experience Professionals

    Report

    Report The Government Customer Experience Management Maturity Model

    April 27, 2016 | Rick Parrish, Megan Burns

    Government agencies already know that they must strive to meet customers' rising expectations. After all, better government customer experience (CX) isn't just a moral imperative — it's also vital...

  • For Customer Experience Professionals

    Report

    Report The Public Is Still Skeptical Of Federal Digital Customer Experience

    February 18, 2016 | Rick Parrish

    Since 2011, the White House has been trying to improve the federal digital customer experience (CX). Five years later, federal digital CX is finally starting get better. Unfortunately, customers...

  • For Customer Experience Professionals

    Report

    Report A Step-By-Step Guide To Mapping Your Customer Experience Ecosystem

    Assessment: The Customer Experience Ecosystem Playbook
    January 29, 2016 | Rick Parrish

    Customer experience (CX) initiatives often falter because companies don't know what the actual CX is and the complex dynamics behind it. To find the underlying causes of problems and plan for...

  • For Security & Risk Professionals

    Report

    Report Brief: Five Ways To Help Federal S&R Pros Boost Customer Experience

    January 7, 2016 | Andras Cser, Rick Parrish

    In response to a spate of devastating breaches, federal agencies plan to implement security enhancements like multifactor authentication. However, federal agencies are also dealing with a history...

  • For Customer Experience Professionals

    Report

    Report Predictions 2016: The Spotlight On CX Helps And Hurts

    November 11, 2015 | Deanna Laufer, Rick Parrish

    Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and...

  • For Customer Experience Professionals

    Report

    Report Predictions 2016: The Government's Slow Progress

    The US Federal Journey To Customer Centricity Advances In Fits And Starts

    The federal government is focused on its customers like never before. As a result, 2015 witnessed progress on all four customer-centric imperatives: customer experience (CX), mobility, big data,...

  • For Enterprise Architecture Professionals

    Report

    Report Market Architecture And The Quest For Strategic Context

    Capture And Analyze Your Business Environment, Not Just Your Business
    October 14, 2015 | Gordon Barnett, Rick Parrish

    More and more firms are asking their business architecture (BA) professionals to participate in shaping, defining, and translating their firms' strategies. However, the tools, methods, and...

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