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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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. Our research reveals that human beings are born to 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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Predictions 2021 Online Event

Dive deep into the dynamics that will generate obstacles and opportunities in 2021.

Blog

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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Blog

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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Blog

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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Blog

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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Predictions 2021 Hub

Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.

Blog

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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Blog

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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Blog

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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Blog

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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Blog

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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Video

A Glimpse Into The Future Of Banking

Jacob Morgan July 16, 2020

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Video

The Future Of Banking: Sneak Peek Into Our Upcoming Research

Alyson Clarke July 16, 2020

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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.
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The Future of CX

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

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 […]
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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.
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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.
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