This is a year of firsts in many ways-but one thing hasn't changed: Melissa Parrish's refreshing energy and provocative insight to kick off CX North America - let's go! #ForrCX #CXNA #VirtualEvents

"We don't meet. We don't plan. We adapt." Incredible management advice from Chef José Andrés 🕊️🥘🍳 at #FORRCX.

Inspiring #leadership experiences and advice about what "adaptability" truly looks like from Chef José Andrés 🕊️🥘🍳 in conversation w/ David Truog at #CXNA #ForrCX

#forrcx Anjali Lai 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

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

Forrester's Anjali Lai 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.

#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". - Anjali Lai #CXNA

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

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

"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

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

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

Love the human-centric approach to the #futureofwork by J. P. Gownder (கவுண்டர்): "'Labor' is what we do to survive, 'work' is what gives collective meaning" #ForrCX #CXNA

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 Frederic Giron and Forrester team #cx #virtualevents

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. Anjali Lai #ForrCX forr.com/3eGyLZ3

“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 Leslie Odom, Jr. at #ForrCX hosted by Melissa Parrish

Forrester Analysts Enza Iannopollo and Anjali Lai discuss their Trust Imperative research in CX Magazine. #consumertrust lnkd.in/gubR9tt

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

The pandemic didn't just surface fears, it also brought out resilience. Anjali Lai at Forrester CX North America #CX

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