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  • Customer Emotion
  • Anjali Lai

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  • Report Gillette's Close Shave

    A Consumer Energy Index Analysis
    January 22, 2019 | Anjali Lai

    Brands are jumping into the messy arena of polarizing issues with greater fervor, and Gillette just raised the stakes. Within 72 hours of launch, its "We Believe" TV spot shot past 13 million views...

  • Report Prioritize CX Investments By Understanding Empowered Customers

    A Technographics® 360 Report
    May 29, 2018 | Anjali Lai, Margaret Rodriguez, Laura Garvin Tramm

    Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers'...

  • 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 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...

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