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For Customer Experience Professionals

Introducing Forrester's Values-Based Experience Framework

June 11, 2019

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Why Read This Report

Brands' moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they deliver, leading to high-profile flubs. Our values-based experience framework clarifies companies' nine possible relationships with values. Customer experience (CX) professionals should use this framework to determine where their companies currently stand on values, so they can decide how to evolve their approach.

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Table of Contents

  • Company Values Are Now A Core Issue For Most Customers
  • Brands Need A Values Framework To Guide Their Approach
  • Recommendations

  • Determine Where Your Company Currently Stands
  • What It Means

  • A Values-Based Arms Race
  • Supplemental Material
  • Related Research Documents

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