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For Customer Experience Professionals

The Hierarchy Of Moments: How To Deliver Your Brand Promise In Moments

Watch This Video To Learn About Forrester's Hierarchy Of Moments Framework

April 4, 2019

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Why Read This Report

Designing great customer experiences and building great digital experiences requires understanding the moments that matter to your customers — but achieving that understanding is easier said than done. This 20-minute video introduces Forrester's hierarchy of moments — a framework that uses customer understanding as a guide to connect brand, products and services, journeys, and individual touchpoints. Customer experience (CX) professionals can use this as a starting point to define and identify the moments that lead to differentiated CX.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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