Best Practice Report

The Hierarchy Of Moments: How To Deliver Your Brand Promise In Moments

Watch This Video To Learn About Forrester’s Hierarchy Of Moments Framework

April 4th, 2019
Kelly Price, null
Kelly Price
With contributor:
Julie Ask


Designing great customer experiences and building great digital experiences requires understanding the moments that matter to your customers — but achieving that understanding is easier said than done. This 20-minute video introduces Forrester’s hierarchy of moments — a framework that uses customer understanding as a guide to connect brand, products and services, journeys, and individual touchpoints. Customer experience (CX) professionals can use this as a starting point to define and identify the moments that lead to differentiated CX.

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