values-based customer experience

Values have become a competitive differentiator as consumers seek out brands with values that align with their own. Learn more about values-based customer experience and how to evolve your approach.

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Be An Authentic Ally To Earn The Right To Wear The Rainbow

Judy Weader June 1, 2021
June: a time when flowers bloom, kids count the days until summer vacation, and businesses everywhere turn their logos into little Pride flags. “Rainbow capitalism” is becoming more common, but as it spreads wider, it becomes more obvious when a firm’s commitment to the LGBTQ+ community barely runs skin deep. In 2019, LGBTQ+ groups pushed […]
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A Brand’s Values Must Withstand The Pressure Of Politics

Mike Proulx April 8, 2021
The lines between brands and politics have blurred. If companies are committed to standing with their values, politics are unavoidable. But that doesn’t mean a given brand must or should take on every single issue. Company values will determine when to choose a side.
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APAC Financial Services Webcast Series 2021

Ready to lead a customer-centric transformation in a post-pandemic world? Learn how to fuel success from 27 July – 5 Aug.

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Empowered Consumers Call For Sustainability Transformation

Anjali Lai January 19, 2021
While consumer conversations about the climate have ebbed and flowed for decades, 2020 marked a turning point that sparked unprecedented urgency around the climate crisis. Learn how this will impact consumer trends in 2021.
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Trust In The Age Of The Customer

Anjali Lai November 20, 2020
We all know that consumer trust is important, but it’s extremely challenging for companies to know when they have it, when they violate it, and how to cultivate it. Discover the components needed to grow consumer trust.
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Blog

Give More Thought To Giving Tuesday

Rick Parrish October 30, 2020
These days, many companies are trying to express moral, social, or political values that resonate with values-based consumers. Giving Tuesday (which falls on the first Tuesday after Thanksgiving) presents an opportunity for companies to do just that, so a growing number of brands participate. However, companies’ participation in Giving Tuesday will resonate with the market […]
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The Time To Embrace Business Ethics Is Now

Enza Iannopollo October 22, 2020
In the midst of a pandemic, when the global economy is shrinking and society is arguably more divided than ever, this is the time to embrace ethics. If you are wondering why, join me for my keynote session at CX EMEA. Here’s a sneak peek of the topics you will learn about: Values-based customers choose […]
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How To Measure Value For Customers

Maxie Schmidt October 22, 2020
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure whether or not customers feel like they derive value from doing business with them. Customers derive value when they feel […]
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Why Customer Experience? Why Now?

Martin Gill October 22, 2020
One of the things I was most looking forward to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […]
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Predictions 2021: Asia Pacific Will Lead The World Out Of COVID-19

Ashutosh Sharma October 14, 2020
Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021.
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Consumer Energy Fizzles To A New Low As Consumers Approach Q4

Anjali Lai September 23, 2020
If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange. We do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. After a […]
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Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai September 15, 2020
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
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Vast, Fast, And Relentless: The Future Of How People Buy

David Truog September 9, 2020
The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.
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Blog

Differentiate Your Brand With Ethical Marketing: Join Me At Summit Asia Pacific!

Xiaofeng Wang August 5, 2020
Late last year, at Forrester’s Asia Pacific Predictions 2020 events, one of the predictions we made was “Leading brands will differentiate with ethical marketing to build long-term value.” Fast-forward to the second half of the year, and we see that COVID-19 is accelerating the trend. Values-based consumers are on the rise, and they will vote […]
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Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak August 5, 2020
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
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Video

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke July 30, 2020

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The Future Of Banking Has Arrived

Jacob Morgan July 29, 2020
Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.
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Burberry’s Strong Sense Of Ethics And Legacy Of Digital Investments Set It Up For Future Success

Martin Gill July 16, 2020
Four lessons retailers can learn from Burberry's approach to the pandemic.
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Enhance Your Customer Experience Strategy

Join us for two complimentary webinars on how European CX leaders can establish and grow their CX function, and measure CX within privacy regulations.

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A Glimpse Into The Future Of Banking

Jacob Morgan July 16, 2020

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The Future Of Banking: Sneak Peek Into Our Upcoming Research

Alyson Clarke July 16, 2020

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The Future Of B2C Buying In Europe: May You Live In Interesting Times

Martin Gill June 17, 2020
The pandemic has accelerated European brands' digital transformation and put company values in sharper focus. In our upcoming webinar series, learn how business leaders should respond.
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