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The Brand Experience Playbook For 2019

Create A Customer-Obsessed Brand Experience

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 Supercharge Your Marketing With Creatively Focused Digital Agencies

    Ten Digital Agencies We're Watching
    November 14, 2019 | Jay Pattisall

    A new generation of digital agency is emerging as the agency landscape, disrupted by technology and empowered consumers, begins to coalesce. Today's digital agencies hyperfocus on the confluence of...

  • Report The State Of US Consumers And Technology, 2019

    Increasingly Intimate Technologies Spark The Next Mind Shift
    November 8, 2019 | Anjali Lai

    Today's abundance of technology means that consumers idealize digital detoxes and device retreats, but our data proves that their willingness and capacity to adopt and use more technology is still...

  • Report The Future Of Omnichannel Advertising Must Be Customer Obsessed

    Vision: The Omnichannel Advertising Playbook
    November 8, 2019 | Joanna O'Connell, Susan Bidel

    Advertising is a decades-old revenue engine for brands, but it's gone off the rails in an era of data and technology obsession. Little understanding of consumer ad sentiment and too much short-term...

  • Report Predictions 2020: CMO

    CMOs Must Establish A Span Of Control Before Their Purpose And The CMO Title Itself Are Dissolved

    It's been 20 years since the digital era transformed the CMO role from a long-term brand-building growth captain to a quarter-disciplined and data-focused operator. This painful transition has...

  • Report Customer-Centered Messaging Helps Boost B2B Revenues By Motivating Buyer Action

    October 24, 2019 | Laura Ramos

    B2B marketers struggle to make their messages customer-centric and relevant. Forrester believes firms must talk more about issues that buyers face, why their current solutions fail to deliver...

  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • Report New Corporate Values Require A New Kind Of Commitment

    Use Forrester's Assessment To Evaluate The Depth And Authenticity Of Commitment

    In response to the rise of values-based consumers, more companies are moving beyond milquetoast corporate values to embrace moral, social, or even political values. With customers paying closer...

  • Report Research Overview: Digital Commerce Strategies For Brands

    A Guide To How Branded Manufacturers Must Reevaluate Their Digital Commerce Strategy And Opportunity
    September 11, 2019 | Michelle Beeson, Sucharita Kodali

    Should all brands sell directly to customers online? How should brands work with marketplaces? What does this all mean for existing retail partner and distributor relationships? The sales...

  • Webinar Protecting Your Brand On The Rogue Web: E-Control Is Essential

    September 4, 2019 | Sucharita Kodali

    The internet has enabled broad availability of goods and services, but that benefit has become a double-edged sword as brands have grappled with counterfeits, gray market goods, IP violations, and...

  • Report Live Your Values To Grow Your Business

    Values-Based Consumers And Employees Seed A New Disruption
    August 29, 2019 | Anjali Lai, Rick Parrish, Samuel Stern

    The debate about company values is center stage. Certain moments in history trigger an eruption of passionate voices that rail against companies that appear to violate consumer values: Today, we're...

  • Webinar The Cost Of Losing Creativity

    The ROI Of Investing In An Agency For Creating And Differentiating Your Brand
    August 28, 2019 | Jay Pattisall

    Marketers and agencies have overinvested in technology to increase lifetime customer value. But now that their go-to strategy — improving customer experience (CX) — has stalled,...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Give Your Brand A Voice — Literally

    Vision: The Brand Experience Playbook
    August 12, 2019 | Dipanjan Chatterjee

    Voice is marketing's most significant paradigm shift this decade — one that has far-reaching implications for how brands engage customers and prospects. CMOs: Read this report to learn why voice...

  • Webinar Introducing Forrester's Values-Based Experience Framework

    August 7, 2019 | Rick Parrish

    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...

  • Report Marketing's Business Imperative: Prioritize Innovation

    Introducing Forrester's Marketing Innovation Scorecard
    July 30, 2019 | Thomas Husson

    Tech-led innovation is the future of business and the brand experience. Yet despite a plethora of new technologies at marketers' fingertips and an ever-growing array of platforms, marketing...

  • Report Build Brand To Create Value

    Business Case: The Brand Experience Playbook
    July 22, 2019 | Dipanjan Chatterjee

    Marketing leaders must invest in brand to become customer obsessed. Use our presentation template to pitch the business case for brand and help your firm win, serve, and retain customers. It...

  • Playbook The Brand Experience Playbook For 2019

    Create A Customer-Obsessed Brand Experience

    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
    July 5, 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 Derive Earned Media's True Value

    Marketers know that earned media is valuable, but they can't maximize its full value if they misunderstand what it is or how to measure it. This report helps B2C marketers correctly define earned...

  • Report The Rise Of Intelligent Branding

    Landscape: The Brand Experience Playbook
    July 1, 2019 | Dipanjan Chatterjee

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

  • Report The Cost Of Losing Creativity

    The ROI Model For Agency Creativity
    June 17, 2019 | Jay Pattisall

    The CMO's go-to playbook for growth has run its course. Customer experiences are stagnant; digital sameness has taken hold; tech spend is skyrocketing; and cost reductions have cut to the quick....

  • Report The Enigma Of The New Norm: Direct-To-Consumer Disruption

    Return To The Core Of Best-In-Class Marketing To Solve Three Consumer Paradoxes
    June 13, 2019 | Anjali Lai

    Direct-to-consumer (DTC) startups are storming onto the scene with a provocative brand ethos and unconventional business models that threaten retailer market share. VCs bet big on these bold...

  • Report Introducing Forrester's Values-Based Experience Framework

    June 11, 2019 | Rick Parrish

    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...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Webinar Breakthrough Or Bust: Forrester's Consumer Energy Index

    May 22, 2019 | Anjali Lai

    Empowered consumers appear to latch onto new experiences faster than innovators can build them. Still, business leaders know the pain of failing to win consumers’ attention, lead them to...

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