Rick Parrish

1 month ago | destinationcrm.com | Rick Parrish

By Rick Parrish, principal analyst, Forrester Research Customer experience leaders can use the upheavals of 2025 to guide their companies back to the heights of customer focus they achieved during the COVID-19 global pandemic. During 2020, CX leaders helped their companies improve experiences during unprecedented changes in customer needs and the operating environment—and their brands earned historically high Customer Experience Index (CX Index) scores as a result.

2 months ago | forrester.com | Kelsey Chickering |Nikhil Lai |Rick Parrish

Shortly after the original TikTok ban deadline hit on January 19th, President Trump declared an executive order that delayed enforcement of the ban by 75 days. The app went dark for a few hours, but then came back online and is currently available in the app stores for download. That extension expires in just a few days (on April 5th), but it is highly unlikely that TikTok will go dark again. All signs point to a deal or another extension.

2 months ago | forrester.com | Steven Casey |Rick Parrish |Christina Schmitt

What does B2B marketing and selling have to do with checkers and chess? For decades, marketers focused on the quantity of individual leads (marketing-qualified leads, or MQLs) that they could pass through to sales — akin to how players in checkers push identical pieces across a board. More recently, with the shift to buying groups, checkers evolved into chess, where the pieces have many different roles and powers.

2 months ago | forrester.com | Colleen Fazio |Rick Parrish |Noel Yuhanna

Over the past two weeks, we attended back-to-back CX events – first Qualtrics X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprise-wide CX programs as well as digital, contact center, and location-based operations leaders.

2 months ago | forrester.com | Rick Parrish |Phyllis Davidson |Joana de Quintanilha

As a former US federal employee, I’m a customer of two financial services companies that focus on current and former feds. Within the past couple of months – as millions of federal employees have been subject to on-again, off-again layoffs – these companies have emailed their customers with essentially the same message. It goes something like this:We know that in these uncertain times you’re worried about your finances.