Rick Parrish
Rick Parrish is a principal analyst at Forrester, serving customer experience professionals.
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,...
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....
Between 2017 and 2018, the overall quality of the US customer experience stagnated – and differentiation on the basis of CX evaporated – as more…