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Rick Parrish, Senior Analyst at Forrester, to Present Technology Keynote at Xploration 16

Tuesday, February 09, 2016

Press release from the issuing company

Lutz, FL - Xplor International, the worldwide electronic document systems association, today announced their technology keynote presentation will be delivered by Rick Parrish at Xploration® 16 being held April 5-7  at the Caribe Royale Orlando in Orlando, Florida. The presentation titled The Rise of the Customer Experience Ecosystem will be on Thursday, April 7, 2016 from 9:00 AM – 10:00 AM.  Attendees can register at www.cvent.com/d/drqy2z

“Rick is an incredible analyst with both a unique background and perspective in the area of the Customer Experience” comments Skip Henk, EDP, President/CEO of Xplor International. “His presentation on the The Rise of the Customer Experience Ecosystem is not only relevant, but timely.”

Rick Parrish is a Senior Customer Experience Analyst at Forrester Research. With over 14 years of experience, Rick helps clients in all industries overcome the unique challenges they face in developing successful and innovative customer experiences. Rick is Forrester's leading expert on the CX ecosystem, the complex web of behind-the-scenes interactions that influence the quality of the customer experience.

Previous Work Experience

Rick was previously an analyst at the Central Intelligence Agency, where he helped pioneer high-profile improvements in the CIA's customer focus and gained an appreciation for the unique hurdles governments face in such efforts. He also earned awards for his rigorous, influential analysis and engagement with a range of senior officials. Prior to his government service, Rick was a professor of political science at Loyola University New Orleans and West Texas A&M University (WTAMU) and director of the political science graduate program at WTAMU 

Rick holds a Ph.D. in political science from the University of Wisconsin-Madison, where he focused on international relations and political theory.

An overview of Rick’s presentation:

In 2016, 83% of executives are focused on making their company a leader in customer experience. Why? Because CX - how customers perceive their interactions with a company - is one of the few sustainable sources of competitive advantage left. But it's extremely hard to get CX right all of the time because the business environment has gotten so complex. Thousands of employees have to coordinate across dozens of touch points to meet the needs of millions of customers, all of whom have slightly different expectations. Forrester has a name for all of that complexity - the customer experience ecosystem. We've been studying what a healthy CX ecosystem looks like and how leading firms like Delta Airlines have re-engineered their CX ecosystem to leapfrog their competition. 

In this session you'll hear Rick answer questions from their research like:

  • What is a "CX ecosystem"? Why does it matter?
  • What does it mean for you, as an individual, to be part of your company's CX ecosystem?  
  • How do you know what your current CX ecosystem looks like and where you fit in?
  • How have leading firms transformed their CX ecosystem to improve business results?
  • How can you help your company strengthen its CX ecosystem to achieve similar results?


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