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,...

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....

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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