Rick is a research director in Forrester’s customer experience (CX) practice and the coordinator of research on customer obsession companywide. Rick's team conducts cutting-edge research and client engagements to help CX leaders improve CX quality reliably and efficiently. Rick’s own research focuses on government CX and corporate values strategies.
A new Forrester study shows that high-end materials — even manufactured ones — plus ambiance and service contribute to perceptions of hotel luxury.
The Veterans Health Administration outperforms the Veterans Benefits Administration and US federal average on all aspects of CX.
In volatile times, government leaders must steer with clarity, reprioritize fast, cut costs smartly, and manage risk with a long-term strategic lens.
To navigate market volatility, consumer business leaders must optimize their focus and spend, master change management, and ratchet up risk management discipline.
US in-store customers who make purchases are more likely to provide feedback, especially when offered an in-store method and incentives.
We reveal insights from Forrester’s State Of CX Teams Survey, 2024, to help providers understand the current and future CX market.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
