Anjali Lai

FCAT Research @Fidelity. Formerly @Forrester. Adjunct @Columbia. Fascinated by consumer behavior, art of storytelling, & meaningful insights that effect change.

[Anjali Lai @anjalilai]

“Political issues are human issues” & “Company values will help brands navigate political pressure” - especially with #GenZ consumers on the horizon. @McProulx at #ForrCX #cmo

[Su Doyle @sudoyle]

The pandemic didn't just surface fears, it also brought out resilience. @anjalilai at @forrester CX North America #CX

[Kalia M. Perse @kperse]

Forrester Analysts Enza Iannopollo and @anjalilai discuss their Trust Imperative research in CX Magazine. #consumertrust https://t.co/YO3XoCPU4G

[Anjali Lai @anjalilai]

“When institutions cede authority in society, #brands come rushing in” - @dipanjantweet at #ForrCX #cmo

[Anjali Lai @anjalilai]

“I am always trying to #innovate, I’m always trying to be cumulative; I’m trying to be everything that’s come before me - and then some.” Incredible #inspiration from the legendary @leslieodomjr at #ForrCX hosted by @MelissaRParrish

[Forrester @forrester]

Trust is not just an opportunity; it's a business imperative. Companies that earn trust among customers, employees, and partners drive revenue-generating loyalty behaviours like retention and advocacy. @anjalilai #ForrCX https://t.co/ZDeyC5I5Rr

[Anjali Lai @anjalilai]

Inspiring message to open #ForrSummit shines a light on many moments of positivity, togetherness, and resiliency in the face of crisis - that's #empowerment 👏 by @fredgiron and @forrester team #cx #virtualevents

[Anjali Lai @anjalilai]

Love the human-centric approach to the #futureofwork by
@jgownder: "'Labor' is what we do to survive, 'work' is what gives collective meaning" #ForrCX #CXNA

[Heidi Shey @heidishey]

What about $$$$? Companies that enable employees to live their core values have faster double digit growth than those who don't. - @AllaValente #ForrCX

[Anjali Lai @anjalilai]

This is the kind of mindset that leads to #authenticity: "Even more than the accolades, we are most proud of the relationships we have with our customers" - Mike Tripp, VP Guest Experience @Lexus #ForrCX #CXNA

[Anjali Lai @anjalilai]

"How to get funding for CX" - aka "you don't have to be a mathematician to prove the ROI of your CX" - @hmanning breaks it down. #ForrCX #CXNA #CX

[Sarah Naughton @sarahnaughtonES]

☀️☀️☀️☀️☀️☀️HUGE MOOD ☀️☀️☀️☀️☀️☀️ #ForrCX

[Emily M. Collins @ecollins31]

Wow. @allybank made customers with a negative balance whole as a gift so those customers could receive their full COVID-19 stimulus checks. Only one example of how they "do it right" during @jim_nail's panel session on corporate values. Actions matter more than words. #ForrCX

[Melissa Parrish @MelissaRParrish]

"We don't meet. We don't plan. We adapt." Incredible management advice from @chefjoseandres at #FORRCX.

[Judy Weader @JudyWeader]

#forrcx @anjalilai opening Day 2 of #CXNA with the 5 drivers of consumer empowerment and data around how they've gained importance in the last few years

Drivers: Willingness to experiment, Self-efficacy, Information savviness, Device usage, and Digital/physical integration

[Su Doyle @sudoyle]

Personalized experiences are increasingly impersonal. They take away the serendipity of discovery and limit freedom of choice. @anjalilai at #ForrCX #personalization #CX

[Judy Weader @JudyWeader]

#forrcx Firms need to build connections for and between consumers, rather than hyperpersonalizing a space that makes consumers feel like "they're the center of a lonely universe". - @anjalilai #CXNA

[Anjali Lai @anjalilai]

@JudyWeader The feeling is 100% mutual Judy :)

[Sarah Gish @Sarah_Gish]

Forrester's @anjalilai at #ForrCX: Consumers are more empowered than ever. They crave novelty, value technology, expect seamless digital/physical brand experiences and are willing to invest time investigating companies. She calls the most empowered consumers Progressive Pioneers.

[Anjali Lai @anjalilai]

Inspiring #leadership experiences and advice about what "adaptability" truly looks like from @chefjoseandres in conversation w/ @davidtruog at #CXNA #ForrCX