Anjali Lai

Data Analyst

Forrester Bio

Anjali Lai

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The Data Digest: Prioritize CX Investment By Understanding Empowered Consumers

Anjali Lai July 3, 2018

On paper, customer experience (CX) is about people creating memorable experiences for other people. But in reality, resonating with consumers is complex and messy. Customers approach your brand with unique emotional profiles, tendencies, and preferences that shape how they feel about your CX. Like people themselves, CX isn’t objective or static — its quality relies […]

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The Data Digest: The Dangerous Contradictions Of Consumer Reviews

Anjali Lai May 24, 2018

The American showman P.T. Barnum understood the value of online consumer reviews well before the arrival of the internet when he said, “Nothing draws a crowd quite like a crowd.” While consumer reviews generate buzz, they stop just short of being a circus because they’ve won immense levels of consumer trust. But two of the […]

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The Data Digest: Millennials Call For Values-Driven Companies, But They’re Not The Only Ones Interested

Anjali Lai May 18, 2018

We’ve been researching values-based consumers for several years now, and conversation in the C-suite has progressed from “Are values really important?” to “How do we strategize accordingly?” But every now and then, lingering questions crop up that lead to misguided decision making around values. Here are two common misconceptions — and why they are wrong. […]

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The Data Digest: Consumers Want Devices To Talk Back

Anjali Lai February 20, 2018

My parents were recently gifted their first Amazon Echo — and as you might guess, I’ve been thrilled to observe first-hand how a household of relative tech Luddites responds to the device. Delighted fascination, tempered by security concerns, drives these Baby Boomers to test the depth of Alexa’s knowledge by asking one-off random questions. My […]

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The Data Digest: Your Brand Is A Social Icon

Anjali Lai February 9, 2018

I’ve just returned from a trip through India where I had the opportunity to experience the Taj Mahal Palace Hotel in Mumbai. One of the most gripping aspects, even beyond the impressive design and meticulous customer service, is the property’s history: The story of how one man’s personal endeavor yielded a global brand that’s iconic […]

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The Data Digest: Among Youth, Facebook Is Falling Behind

Anjali Lai December 15, 2017

From introducing popular features that appeal to young users to designing entirely new platforms exclusive to youth, social networks are fighting to engage teens. But social media’s pursuit of teens is precarious. On the one hand, teens represent a valuable segment: They are exceptionally receptive to social networks, with over half of US online 12- […]

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The Data Digest: As Social Media Usage Grows, So Do Brand Woes

Anjali Lai September 26, 2017

Let’s face it: We all know the feeling of logging into a social networking site and reacting with myriad emotions ranging from intrigue and delight to shock and shame. And no matter how hard we try to limit our time on social media or pull away – we just can’t bring ourselves to disconnect. Why […]

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The Data Digest: Understand Emotion To Drive Technology Engagement

Anjali Lai August 17, 2017

Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […]

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The Data Digest: Empowered Customers Paint Their Own Future

Anjali Lai July 27, 2017

Microsoft Paint would have died a slow, quiet death if it hadn’t been for this week’s swell of voices on social media advocating for its revival. On Wednesday, Microsoft issued a press release announcing that it wouldn’t discontinue the Paint app in the wake of users’ “outpouring of support and nostalgia” for the product. Microsoft’s […]

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The Data Digest: Social Media And The Summer Getaway

Anjali Lai July 13, 2017

The many automated “out of office” messages that return when I send emails each day are a sure sign that summer vacations are in full swing. Whether people are enjoying life unplugged or preparing for a seasonal destination, one topic seems to dominate thoughts and conversations: the leisure getaway. The conversation that occurs between friends […]

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The Data Digest: Mobile Phone -- Compass, Guide, And Connector

Anjali Lai June 1, 2017

I’ve spent the past few weeks traveling around Europe, and during my trip, I became keenly aware of how much I rely on my phone to connect me with the physical world – especially when navigating unfamiliar streets. But as I strolled through major cities and charming countryside towns, I passed groups of locals and […]

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The Data Digest: The Information Power Play

Anjali Lai May 18, 2017

Recent incidents remind us that knowledge is power. Earlier this week, US President Trump shared classified information with foreign delegates — and by doing so, he potentially declassified it. When The Washington Post exposed the headline first, the article became the most viewed digital news story in the publication’s history. This comes only a few […]

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The Data Digest: The Values-Based Consumer

Anjali Lai March 17, 2017

If Thursday morning’s controversial tweet from McDonald’s is any indication, brands are no longer safe. I’m not just talking about the threat of a data breach or hack — I’m talking about the threat of consumers who force brands to expose their ethics and beliefs or remain at the mercy of consumer perception and interpretation […]

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The Data Digest: Cinema's Lesson To Marketers

Anjali Lai March 2, 2017

I love watching the annual Academy Awards — not only for the fashion show and blunders exposed on live TV but also to learn about how content resonates with audiences today and how cinema is evolving. In a world where people frequently face information overload and crave smaller bites (and bytes) of content, I’ve often […]

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The Data Digest: The Year Of Empathy

Anjali Lai January 19, 2017

Happy 2017! Settling in to the New Year often renews hope and excitement for the future, and rekindles anticipation for the brands, products, and experiences on the horizon. This year, it’s hard to think about imminent innovations without considering a modern imperative that is rapidly moving to the forefront of conversation: customer empathy. We are […]

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The Data Digest: It's The Most Emotional Time Of The Year

Anjali Lai December 15, 2016

The holidays have a way of bringing people together in more ways than one – and every holiday season I’m reminded of just how universal the power of human emotion is. Regardless of lifestyle, background, and world view, people everywhere are truly emotional beings, moved by fundamental feelings of joy and sadness, hope and fear, […]

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The Data Digest: For Men And Women's Clothing Purchases, Timing Is Everything

Anjali Lai November 17, 2016

Here in Boston, we are at a precious moment in the year: The early onset of cool, dark evenings sets the stage for the imminent holiday season — but doesn’t eclipse the warmth of the autumn sun quite yet. As the seasons change, we have a few rare days of mild weather that I can’t […]

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The Data Digest: What Millennials Need From Your Loyalty Program

Anjali Lai November 3, 2016

If you follow my blog regularly, you already know that I love to travel. And while I’ve had my fair share of travel hiccups (missed flight connections, last-minute assignments to the dreaded middle seat, lost luggage – you name it), I’ve always glossed over these snafus and accepted the fact that traveling inevitably comes with […]

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The Data Digest: Metropolitan Chinese And Metropolitan Indian Customers Lead The Demand For Business Transformation

Anjali Lai October 20, 2016

Consumers in Asia Pacific are in the midst of a digital transformation. Within the past decade, online penetration in China grew from 8% to 54%, while mobile internet access grew more than sevenfold. Today, the rate of customer evolution is gaining speed, as consumers are increasingly willing to experiment with new products, rely on devices, […]

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The Data Digest: Forrester’s Empowered Customer Segmentation Reveals Country-Level Differences In Europe

Anjali Lai September 8, 2016

Charles Dickens once wrote that: “Change begets change. Nothing propagates so fast.” In today’s evolving marketplace, where innovators are setting new customer expectations and companies are racing to meet rising demands, Dickens’ words ring true. The first step on a company’s path to thriving in this environment is understanding customers accurately – specifically, identifying how […]

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