Chart Your Course Report

Introducing Forrester’s Values-Based Experience Framework

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


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.

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.