Forrester on How Consumption Has Changed

The video discusses the importance of understanding and adapting to changing customer needs, especially during challenging times like the pandemic. It introduces the Customer Experience Index as a tool to measure the quality of customer experiences and their impact on loyalty. The concept of CX equity is explored, highlighting its role in maintaining customer goodwill. Successful companies are characterized by their effective, pleasing, and knowledgeable customer interactions. The video emphasizes aligning business value propositions with customer needs and encourages experimentation to enhance customer value.

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