Trends Report

Root Your CX Vision In Your Brand

Brands Must Keep Their Promises With CX

April 26th, 2018
RH
Ryan Hart
With contributors:
Harley Manning , Amelia Nickels , Shayna Neuburg

Summary

Forrester predicted in 2018 that brands that own their values will break away from those that merely borrow them. This means that companies that deliver authentic brand-anchored experiences will not only outperform their category competitors but will also cut through the crisis of customer trust that brands face today to emerge a customer experience (CX) leader. This report emphasizes the need for CX professionals to create a brand-rooted CX vision that is authentic, inspiring, and mobilizing (AIM).

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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.