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The Brand Experience Playbook For 2019

The Post-Digital Rules Of Brand Building

In the age of the customer, CMOs have a steep hill to climb in building their brands with distracted, empowered customers. In this new era, CMOs must shift from a company-centric approach of...

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  • Report Harness Marketing's Most Powerful Tool: Emotion

    New Techniques Reveal Consumers' Real Decision Process
    February 14, 2019 | Jim Nail

    Emotions are essential to marketing, experience, and loyalty but have long seemed beyond rigorous definition and quantification. But market research firms are translating recent neuroscience and...

  • Report Protecting Your Brand On The Rogue Web

    Wholesalers Could Ignore Internet-Based Sellers . . . Until Now
    February 12, 2019 | Sucharita Kodali

    Brands have invested tremendous amounts in their equity. In the past, gray-market goods might have been available in a side alley in major cities, but the transparency of the internet lets...

  • Report Six Things Brands Must Do Online To Improve Sales

    Follow Forrester's eCommerce Enablement Framework To Grow Presence And Share
    February 12, 2019 | Sucharita Kodali

    Brands are now generating a hefty percentage of their overall revenues through eCommerce, often on websites other than their own. To ensure that other retailers and digital business professionals...

  • Report CMOs: Define Your Role In Digital Transformation

    To Get A Seat At The Table, Command Your Customer's Experience
    February 4, 2019 | Thomas Husson

    Too few CMOs actively lead or are deeply involved in digital transformation. CIOs, COOs, and CDOs have filled the gap but don't represent the voice of the customer or bring the vitality that the...

  • Report Generate Brand Energy With Digital Experiences: Engage, Excite, And Entangle Your Customer

    Processes: The Brand Experience Playbook
    January 30, 2019 | Dipanjan Chatterjee

    In today's consumer environment, brand experiences are overwhelmingly digital — we touch, type, poke, and command our way through interactions. To create and sustain an emotion-driven brand, CMOs...

  • Report The CMO's Guide To CES 2019: Five Big Brand Ideas

    January 23, 2019 | Dipanjan Chatterjee

    CES, the world's largest tech show, is about much more than technology. For CMOs, CES is rich with innovation ideas, new brand experiences, and conversations about the future of marketing. If you...

  • Report Gillette's Close Shave

    A Consumer Energy Index Analysis
    January 22, 2019 | Anjali Lai

    Brands are jumping into the messy arena of polarizing issues with greater fervor, and Gillette just raised the stakes. Within 72 hours of launch, its "We Believe" TV spot shot past 13 million views...

  • Report Facebook: The Myth Of The Monopoly

    A Consumer Energy Index Analysis
    January 18, 2019 | Anjali Lai

    2018 was a challenge for Facebook, Inc.: Between the Cambridge Analytica scandal in Q1 and a security bug in Q4, the headlines revealed that its largest partners had access to users' personal data...

  • Report Transformation Goes Pragmatic

    Key Takeaways From Forrester's Singapore And Hong Kong Predictions 2019 Events

    Forrester's Predictions 2019 events in Singapore and Hong Kong highlighted the major trends, opportunities, and challenges that companies will face and must address in 2019. This report outlines...

  • Report Create A Customer-Obsessed Brand Experience

    Executive Overview: The Brand Experience Playbook
    January 9, 2019 | Dipanjan Chatterjee

    In the age of the customer, CMOs have a steep hill to climb in building their brands with distracted, empowered customers. In this new era, CMOs must shift from a company-centric approach of...

  • Report Navigate Four Waypoints To Build Brand Resonance

    Road Map: The Brand Experience Playbook
    January 8, 2019 | Dipanjan Chatterjee

    A powerful brand strives for more than relevance to prospects; it makes itself an invaluable and inextricable part of customers' lives as well. This report outlines a road map for CMOs with four...

  • Report The Mechanics Of Trust

    Processes: The Customer Trust And Privacy Playbook
    December 20, 2018 | Fatemeh Khatibloo

    In today's always-on world of modern marketing, consumers are skeptical of even their favorite brands, so marketers' old methods of building trust simply don't work anymore. This report outlines a...

  • Report Conquer Three Emotional Territories To Power Your Brand Experience

    Assessment: The Brand Experience Playbook
    December 18, 2018 | Dipanjan Chatterjee

    For a CMO to build a powerful brand, it is not enough for her to know that she must infuse it with an energy derived from emotions; she must also know the right emotions to activate to create a...

  • Report Drive B2B Brand Value With Emotion And Experience

    Organization: The Brand Experience Playbook
    November 29, 2018 | Dipanjan Chatterjee

    B2B CMOs, marketers, and CX professionals should read this report to understand brand's far-reaching impact in driving successful acquisition and retention as well as creating top-line growth. The...

  • Report B2B Firms Must Focus On Brand Equity To Drive Value

    Benchmarks: The Brand Experience Playbook
    November 27, 2018 | Dipanjan Chatterjee

    Business-to-business (B2B) CMOs must invest in brand equity to drive financial value. This report explores the vital role of equity in brand management and provides a framework to help CMOs measure...

  • Report The Rise Of Intelligent Branding

    Landscape: The Brand Experience Playbook
    November 27, 2018 | Dipanjan Chatterjee

    The traditional paradigm of brand management has been upended by intelligent branding — a customer-centric, emotions-driven approach anchored in the neuroscience of how people form brand...

  • Report Branding Never Sleeps: Relentlessly Measure, Manage, And Improve Your Brand

    Continuous Improvement: The Brand Experience Playbook
    November 21, 2018 | Dipanjan Chatterjee

    Continually improving your firm's brand experience relies on ongoing measurement and management. In the age of the customer, the sheer volume and vast array of available consumer data heightens the...

  • Report Put Brand Energy To Work By Building A Five-Step Action Plan

    Tools And Technology: The Brand Experience Playbook
    November 20, 2018 | Dipanjan Chatterjee

    Forrester's brand energy framework is an emotion-driven model that captures the power of a brand and its ability to influence consumer decision making. CMOs: Read this report to learn how to put...

  • Report Emotions Fuel Your Brand Energy

    Business Case: The Brand Experience Playbook

    Consumers are changing, experiences are changing, and brands must change with them. Existing brand measures are useful but insufficient in this environment of upheaval. Forrester has applied its...

  • Report Social Gets Bigger, Stronger, Faster

    Continuous Improvement: The Social Marketing Playbook
    November 19, 2018 | Jessica Liu

    B2C marketers who have established their social marketing practices can't rest on their laurels. Social media is an increasingly larger part of the marketing mix, and social activity is expanding...

  • Report Brands, Here's The Size Of Your Digital Commerce Prize

    Assessing The Digital Commerce Opportunity For Branded Manufacturers
    November 16, 2018 | Michelle Beeson, Sucharita Kodali

    Consumer-facing brands know that there is proverbial gold in generating direct sales through digital commerce, but the big question is the size of the prize. This report examines the factors that...

  • Report Predictions 2019: CMO

    Branding Brings Oomph To Differentiate CX

    Marketing needs a boost of energy, but it won't come from purely provocative ads or some cool new technology. In the age of the customer, the best source of energy for a brand is the customer. As...

  • Report The Forrester Wave™: Creative Advertising Technologies, Q4 2018

    The 10 Providers That Matter Most And How They Stack Up
    November 5, 2018 | Joanna O'Connell, Susan Bidel

    In our 31-criterion evaluation of creative advertising technology (adtech) providers, we identified the 10 most significant ones — Adacado Technologies, Adform, Celtra, Clinch, Flashtalking,...

  • Report Harmonize Brand And Customer Experience To Acquire And Retain Customers

    Performance Management: The Brand Experience Playbook
    October 23, 2018 | Dipanjan Chatterjee, Ryan Hart

    While the boundaries between brand and customer experience (CX) are still cloudy in most companies today, the demarcation between the two has all but disappeared in the minds of customers....

  • Report Join The Conversation To Build Customer Relationships

    Turn Voice And Language Innovation Into A Conversational Strategy
    October 15, 2018 | Thomas Husson

    After the web and the app eras, we're now entering a period where natural language will take over from computer language. This will accelerate the need for brands to create personalized dialogues...

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