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  • Anjali Lai

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  • For Customer Experience Professionals

    Report

    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...

  • For B2C Marketing Professionals

    Report

    Report The Values-Based Consumer

    A Technographics® 360 Report Using Survey, Social Listening, And Qualitative Data
    April 6, 2017 | Anjali Lai

    Consumer decision making is changing: Shoppers increasingly evaluate products and brands based on a company's ethics and values. Empowered customers, marked by their sophisticated digital behavior,...

  • For B2C Marketing Professionals

    Report

    Report Empowered Customers Demand Contextual Privacy

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

    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...

  • For B2C Marketing Professionals

    Report

    Report Industry Nuances In US Loyalty Program Engagement, Attitudes, And Expectations

    A Technographics® 360 Report Using Survey And Qualitative Data
    October 27, 2016 | Anjali Lai

    Loyalty programs are everywhere, and US online consumers belong to many of them. But not all rewards programs are considered equal in their minds. This report applies Forrester's Technographics 360...

  • For B2C Marketing Professionals

    Report

    Report Change Is Good, Even For Loyalty Programs

    How To Evolve Your Program Without Alienating Members
    October 19, 2016 | Emily Collins, Anjali Lai

    When it comes to loyalty programs, change isn't always bad. After all, B2C marketers must modify their program benefits and engagement mechanisms to keep empowered customers interested and...

  • For B2C Marketing Professionals

    Report

    Report What Millennials Need From Your Loyalty Program

    A Technographics® 360 Report: Using Survey And Qualitative Data
    October 17, 2016 | Anjali Lai

    Millennials are notoriously hard to retain; they tend to value intangible experiences over product acquisition more than any other generation. In a world where loyalty programs are table stakes and...

  • For CMO Professionals

    Report

    Report Brief: Introducing Forrester's Empowered Customer Segmentation In Asia Pacific

    Asia Pacific Consumer Technographics®
    October 4, 2016 | Kyle Steinhouse, Anjali Lai

    The age of the customer means that consumers are increasingly empowered by new technologies, rich information resources, and a wide choice of brands. To keep pace, businesses must understand how...

  • For CMO Professionals

    Report

    Report Brief: Forrester's Empowered Customer Segmentation Applies Across Industries

    North American Consumer Technographics®
    September 21, 2016 | Anjali Lai

    The pursuit of novel and emotionally satisfying experiences combined with a growing number of devices, digital services, and information sources is giving customers a sense of empowerment that...

  • For CMO Professionals

    Report

    Report Brief: Introducing Forrester's Empowered Customer Segmentation In Europe

    European Consumer Technographics®
    August 29, 2016 | Anjali Lai

    The age of the customer means that consumers are increasingly empowered by new technologies, rich information resources, and a wide choice of brands. To keep pace with their customers, businesses...

  • For CMO Professionals

    Report

    Report Applying Forrester's Empowered Customer Segmentation

    North American Consumer Technographics®
    August 15, 2016 | Anjali Lai

    Empowered customers are driven by today's culture of experimentation, a lust for recognition, and an ever-growing number of devices, connections, and information streams. Forrester's Empowered...

  • For CMO Professionals

    Report

    Report The Rise Of The Empowered Customer

    Consumers' Evolving Behaviors And Attitudes Set The Pace For Innovation
    July 12, 2016 | Anjali Lai

    Empowered consumers fuel the age of the customer — you've likely heard this repeatedly. They now have more choices, richer resources, and higher demands than in the past. But this is more than just...

  • For Customer Experience Professionals

    Report

    Report Brief: Managing The Emotional Impact Of Your Customer's Experience

    Why Companies Must Understand And Manage How They Make Their Customers Feel
    May 19, 2016 | Thomas McCann, Anjali Lai

    Forrester's Australia Customer Experience Index (CX Index™) research clearly demonstrates that emotions are the most important factor shaping customers' perceptions of their experiences with a...

  • For Customer Insights Professionals

    Report

    Report Data-Driven Decision-Making In Consumers' Everyday Lives

    A Technographics® 360 Report: Using Survey, Qualitative, And Behavioral Data
    April 13, 2016 | Anjali Lai

    The age of the customer means that individuals have unprecedented amounts of information at their fingertips and new resources to inform every decision. With the constant rise of social media...

  • For CIO Professionals

    Report

    Report Turn Data Monotony Into Data Mastery: Cultivate An Insights-Driven Culture

    A RoleView Report Using Forrester's Technographics® 360 Methodology

    Employees worldwide constantly engage with data, and they perceive it to be central to their daily work. Their companies urgently execute on data-driven strategies in a race for better and faster...

  • For Customer Insights Professionals

    Report

    Report Profiling US Health-Conscious Consumers

    A Technographics® 360 Profile
    January 29, 2016 | Anjali Lai

    "Health-conscious" is not only a descriptor, it is also a driver. US consumers who prioritize their health have a distinct attitude that consciously and subconsciously influences their behavior...

  • For Customer Insights Professionals

    Report

    Report Evolving Consumer Attitudes On Privacy: A Q4 2015 Update

    A Technographics® 360 Report: Using Survey, Social Listening, And Behavioral Data
    November 16, 2015 | Anjali Lai, Fatemeh Khatibloo

    Pundits like to say that privacy is dead. But from Forrester's perspective, privacy is not only very much alive, but it's set to become a major competitive differentiator in the years to come....

  • For Customer Experience Professionals

    Report

    Report Utility And Emotion Drive Amazon's Global Appeal

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    November 13, 2015 | Anjali Lai

    Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer...

  • For Customer Experience Professionals

    Report

    Report The Customer Emotions Driving CX Success

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    October 22, 2015 | Anjali Lai

    Appealing to emotion is key to building superior customer experiences; however, emotion also poses new challenges in customer understanding. We used Forrester's Technographics 360 approach,...

  • For Customer Insights Professionals

    Report

    Report UK Online Consumers' Perspectives On Wearables: An Update

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    October 7, 2015 | Anjali Lai

    With a flood of recent product launches and media coverage, wearable technology has made a splash among mainstream consumers. However, while the devices are signaling a wave of behavioral change...

  • For Customer Insights Professionals

    Report

    Report US Online Consumers' Perspectives On Wearables: An Update

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    October 2, 2015 | Anjali Lai

    For consumers, wearable technology is no longer fantasy. Product launches and the explosive media coverage generated over the past year have propelled wearables into mainstream conversation. US...

  • For Customer Insights Professionals

    Report

    Report Citizen Perspectives On The Smart City

    A Technographics® 360 Report: Using Survey, Qualitative, And Behavioral Data
    September 16, 2015 | Anjali Lai, Jennifer Belissent, Ph.D.

    When it comes to building smart cities, local governments must take their citizens' views into account. This report applies Forrester's Technographics 360 methodology to reveal US and UK citizens'...

  • For Customer Insights Professionals

    Report

    Report Win, Serve, And Retain Today's Health Insurance Consumers

    North American Consumer Technographics® Report
    July 16, 2015 | Anjali Lai

    The US health insurance industry is in the midst of a tectonic shift. Patient empowerment and federal legislation are steering healthcare payers into a new era in which digital alternatives are...

  • For Customer Insights Professionals

    Report

    Report One Task, Many Devices

    A Technographics® 360 Report: Using Survey, Qualitative, And Behavioral Data
    July 6, 2015 | Anjali Lai

    We live in a screen-saturated world. From mobile phones and tablets at our fingertips to laptops and desktops at the heart of our offices and homes, we live our lives by moving from one device to...

  • For Customer Experience Professionals

    Report

    Report What Do Excellent Emotional Customer Experiences Look Like?

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    June 16, 2015 | Anjali Lai

    Human emotions are complex, and creating experiences that appeal to those emotions can seem like an esoteric, abstract task. However, the leaders in Forrester's Customer Experience Index so...

  • For Customer Insights Professionals

    Report

    Report It's Time To Embrace Customer Emotion

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    June 16, 2015 | Anjali Lai

    Data from Forrester's Customer Experience Index (CX Index) proves that a customer's emotional relationship with a brand is one of the strongest unique drivers of customer loyalty. This means you...