AUTHOR ARCHIVES

Rick Parrish

Rick Parrish is a senior analyst at Forrester Research.
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Customer-Centric Government Won’t Be Great Again in 2017 and Other Government Tech Predictions

December 5, 2016 FROM NEXTGOV arrow Rick Parrish is principal analyst at Forrester Research. Although the nascent Trump administration has said virtually nothing about customer-centric government, the actions Donald Trump has promised in other policy areas will impact the customer-centricity of federal agencies -- in some cases reversing efforts by the Obama administration. In 2017, expect:...

3 Ways to Fight the Forces Opposing Better Federal Customer Experience

June 2, 2016 FROM NEXTGOV arrow It’s been 23 long years since the White House first advised federal agencies to improve their customers’ experiences, yet three presidents, two executive orders and a bevy of memos and committees later, federal customer experience is still in crisis. Washington has a near-monopoly on the very worst experiences: Federal agencies...

4 Key Customer Experience Strategies To Become Citizen Obsessed

September 16, 2015 FROM NEXTGOV arrow Rick Parrish and Jennifer Belissent are analysts at Forrester Research. Rick helps governments with customer experience strategy and Jennifer works with government CIOs on BT strategy. Seven of the 10 worst organizations in Forrester's U.S. Consumer Customer Experience Index are U.S. federal agencies.Only a third of Americans say their experience...

Customer Satisfaction Is Hitting New Lows, But Government Can Help

June 30, 2014 Companies in the United States are failing their customers. Customer Experience Index (CXi) scores have mostly stagnated, and other surveys by Forrester Research show companies aren’t performing even the most basic tasks to improve customer experience. Government can help by creating preferred purchasing programs that encourage agencies to buy from...