Rick Parrish

The US Customer Experience Index, 2019: Some Small Gains, Widespread Stagnation, No Real Leaders

Forrester’s 2019 US Customer Experience Index (CX Index™) reveals that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2. The report is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the...

Customer Experience Through Values-based Selling

Consumers are paying close attention to brands’ moral, social, and political values. They’re making buying decisions based on the values a brand stands for. However, our research shows that companies lack a systematic approach to values. At CXNYC 2019, I’ll share findings from our...

There Are No Clear CX Leaders Among US Brands – For The Third Year...

Between 2017 and 2018, the overall quality of the US customer experience stagnated – and differentiation on the basis of CX evaporated – as more brands became mediocre.

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