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• Report The US Federal Customer Experience Index, 2019

  How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

  November 7, 2019 | Rick Parrish, Laura Garvin Tramm

  The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

• Forum CX SF 2019

  The Rise of XD: Master the New Art (and Science) of Experience Design

  October 17, 2019 | San Francisco | Andrew Hogan

  Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

• Forum CX NYC 2019

  Change The Game: Leading Radical CX Innovation

  June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...