Chart Your Course Report

Introducing Forrester’s Values-Based Experience Framework

June 11th, 2019
With contributors:
Anjali Lai , Renee Murphy , Sam Karpinski , Harley Manning , Jim Nail , William Willsea , 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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