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.

Insights

Blog

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.
Read More
Blog

CX North America Event Offers Values Track And A Time To Consider Business Strategy In A Values-Driven World

Brigitte Majewski June 15, 2020
Just In Time: CX NA’s Values Track Gives Us Exactly What We Need Right Now Forrester’s CX North America event includes a values content track. We didn’t know what the world would be like when we planned this track. But we’ve known for years that the intersection of values and business is growing in importance […]
Read More
Blog

A Flash-Point Week For Facial Recognition

Srividya Sridharan June 11, 2020
Our analysts address the five most pressing questions in the facial recognition debate.
Read More
Blog

Changing Commercial And Social Conditions Spark Consumer Energy

Anjali Lai June 10, 2020
As the COVID-19 pandemic became a harsh reality across the US, consumer energy among US online adults hovered at its lowest levels of the past two years. Now, in early June, the conditions have changed drastically and the most recent pulse of consumer energy shows a slight increase along all four dimensions.
Read More
Blog

Culture Is (Still) Not About Ping-Pong Tables And Free Meals

Katy Tynan June 2, 2020
The pandemic is forcing companies to ask: How does our culture work remotely? Start with these five activities to arrive at the answer.
Read More
Blog

Values, Ethics, And Algorithms, Oh My!

Brandon Purcell May 26, 2020
At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.
Read More
Blog

Les conséquences de la crise du Covid-19 sur le bien-être financier des consommateurs français

Aurelie L'Hostis May 26, 2020
Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […]
Read More

The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Blog

Gli Effetti Del COVID-19 Sul Benessere Finanziario In Italia

Aurelie L'Hostis May 21, 2020
This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]
Read More
Blog

The Effect Of COVID-19 On UK Consumers’ Financial Well-Being

Aurelie L'Hostis May 19, 2020
Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.
Read More
Blog

The Effect Of COVID-19 On Canadians’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]
Read More
Video

How COVID-19 Influences The Values-Based Consumer

Anjali Lai April 23, 2020

Watch Now
Blog

Adopt And Express Your Values At CX North America

Emily Collins April 9, 2020
Nearly two-thirds of consumers choose, switch, avoid, or boycott brands based on their stance on a social issue. Marketing and CX pros can lead the way in getting values-based messaging right.
Read More
Blog

Now Is A Counterintuitive But Ideal Time To Drive A Companywide Innovation Campaign

James Staten March 25, 2020
Amid the business disruption caused by COVID-19, opportunities arise to create new value.
Read More
Blog

Decision Making During The COVID-19 Crisis Requires A Bias Toward People, Not Profit

Anjali Lai March 17, 2020
As the adage goes, character is what one does when no one is watching. Yet as the COVID-19 pandemic unfolds, leaders' choices and actions — and what they reveal about companies' priorities — are closely scrutinized.
Read More
Blog

Future Of Retail 2020: Retail CMOs Must Create Value To Spark Joy In Customers

Fiona Swerdlow March 9, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the customer predictions for the year, I spoke with Anjali Lai, a Forrester expert on CMO-targeted consumer behavior and decision-making research
Read More
Blog

Sustainable Finance: Will Your Firm Talk The Talk Or Walk The Walk?

Aurelie L'Hostis March 5, 2020
There’s no better time than the start of a new decade to take a retrospective look at the past and reflect on what has changed and what hasn’t. Looking back, the evidence is clear. Not only has the 2008 global financial crisis exacerbated economic inequality, it has also caused a massive reputational damage to the […]
Read More
Blog

The Right Way To Think About “Company Values”

Anjali Lai February 26, 2020
Leaders are using the term “company values” with such force and frequency that it’s hard not to toss it into the infamous camp of marketing buzzwords. Google data shows that “company values” as a search term is twice as popular today as it was in 2015. Talk of company values is not to be dismissed […]
Read More
Infographic

The Power Of The Values-Based Consumer — And Of Authentic Brand Values

Jim Nail February 14, 2020
As consumers look to align their purchases with their principles, opportunities arise for brands. Learn what it takes to connect with this purpose-driven segment. 
Read More
Blog

Five Consumer Lessons From The 2010s: No. 4

Anjali Lai January 13, 2020
In the last decade, the term “boycott” pulsed through global consumer chatter and search queries. Whether consumers were talking about sneakers, seltzer, or the Academy Awards, the frequency of the word “boycott” spiked to some of the highest levels since the early 2000s. It’s tempting to assume that consumer activism will subside as swiftly as […]
Read More
Blog

Values-Based Selling Will Help Retailers Win Consumers’ Spend

Emily Pfeiffer January 6, 2020
So long as your commitment is genuine, your social responsibility initiatives and practices can be a win-win.
Read More
More posts