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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Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai 2 days ago
By April of this year, an astounding 62% of US online adults had performed some kind of online transaction for the first time as a direct result of the COVID-19 pandemic — many began ordering products online for delivery, others experimented with digital payments or started banking online, and some opted to receive medical advice […]
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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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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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The Future of CX

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

Video

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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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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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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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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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.
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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.
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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 […]
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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 […]
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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.
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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 […]
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Video

How COVID-19 Influences The Values-Based Consumer

Anjali Lai April 23, 2020

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