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  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Forum Consumer Marketing 2019

    Beyond The Direct-To-Consumer Revolution
    April 2, 2019 | New York City | Jim Nail, Anjali Lai, Melissa Parrish

    Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...

  • Report The New Mobile Mind Shift Index: Global

    Use The Mobile Mind Shift Index To Guide Your Local Strategy
    December 21, 2018 | Anjali Lai, Julie A. Ask, Thomas Husson

    In 2018, Forrester updated the Mobile Mind Shift Index (MMSI), a tool that enables digital business and marketing leaders to assess their customers' mobile intensity, expectations, and behaviors....

  • Report Facebook Loses Ground Among US Online Youth

    A North American Consumer Technographics® Report
    December 12, 2017 | Anjali Lai

    In the race to win and sustain the attention of US youth, Facebook is falling behind. Our analysis of trended behavioral and attitudinal data reveals that young consumers increasingly engage with a...

  • Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • Report How Empowered Customers Harness The Power Of Mobile

    North American Consumer Technographics®
    September 26, 2017 | Anjali Lai

    Consumers are becoming empowered — and the increasingly complex range of devices that they use fuel this sense of empowerment. The mobile phone, along with subsequent devices like tablets and...

  • Report Social Media Snapshot: 2017

    Consumer Technographics® Data Snapshot
    September 26, 2017 | Anjali Lai, Erna Alfred Liousas

    Despite social media's ubiquity, it continues to grow in terms of global reach, number of networks, and usage frequency. This data snapshot provides B2C marketers with an overview of the current...

  • Report Four Myths About Consumer Emotion That Are Leading You Astray

    A Consumer Technographics® Report
    June 19, 2017 | Anjali Lai

    Companies that struggle to resonate with customer emotions often lack an understanding of how those emotions work; they're trapped in the belief that technology is functional, not emotional. We can...

  • Report Empowered Customers Demand Contextual Privacy

    A North American Consumer Technographics® Report
    April 6, 2017 | Anjali Lai, Gina Fleming, Fatemeh Khatibloo

    Your consumers are ready for (if not demanding) innovation more than ever before — but they won't blindly embrace experiences at the expense of their data privacy. Instead, increasingly empowered...