190: Introducing Forrester’s Values-Based Experience Framework

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 deliver, leading to high-profile flubs. Our values-based experience framework clarifies companies’ nine possible relationships with values. Customer experience professionals should use this framework to determine where their companies currently stand on values, so they can decide how to evolve their approach. Forrester VP, Principal Analyst Rick Parrish joins us in this episode to introduce the framework and discuss its implications.
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* Introducing Forrester’s Values-Based Experience Framework

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.