Introducing Forrester’s Values-Based Experience Framework

June 11th, 2019

Rick Parrish Vice President, Research Director

With contributors:

Harley Manning , Jim Nail , Anjali Lai , Renee Murphy , William Willsea , Sam Karpinski , Shayna Neuburg

Summary

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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