Model Overview Report

Introducing The Brand Experience Navigator

August 27th, 2018
With contributor:
Lisa Nakano


Many B2B organizations don’t understand the linkage between brand experience, customer experience, and employee experience. Customer experience suffers when problems exist in any of these areas or when there are disconnects between them. An organization must build a closed-loop system to ensure employees understand and support the brand promise so they can bring it to life for customers. In this report, we explain how to deliver an inspiring customer experience by identifying best practices for brand, employees, and customer engagement and building healthy connections between these areas.

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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.