Best Practice Report

Build A Value Flywheel To Enable Anticipatory Experiences

Metrics Uncover Hidden Customer Consent Denial In Your AX Strategy

August 15th, 2023
Julie Ask, null
Julie Ask
With contributors:


To successfully deliver anticipatory experiences, brands must engage in an iterative process that starts with customer trust, operates on the personal data that customers share, and rewards them with valuable experiences. This “value flywheel” describes the relationships among customer trust, collecting customer data, and delivering customer value in anticipatory experiences. However, firms that breach customer trust — due to security breaches, privacy violations, or other misuses of customer data — will see their value flywheel collapse. This report helps businesses develop and track trust metrics to ensure that their customers receive increasingly valuable anticipatory experiences.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.