190: Introducing Forrester’s Values-Based Experience Framework

The CX Cast
05/07/2019 23 min
190: Introducing Forrester’s Values-Based Experience Framework

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Episode Synopsis

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 […]

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