Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. These questions and others can be answered in one word: ...

Today’s digital-first economy demands personalization as a fundamental strategic requirement. Modern consumers demand that brands know their preferences and provide consistent personalized attention ...

Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

The brands with the best customer experience understand that they should use AI to empower the workforce to deliver superior customer engagements. Innovation in enterprise AI is increasingly focused ...

Artificial intelligence is transforming retail by offering personalized shopping experiences, from product recommendations to virtual try-ons. AI can also enhance retail by improving customer service, ...

A personalized experience and being understood by a brand still drives sales more than cost savings. Consumers are very much aware of the looming recession, as well as increased prices caused by ...

Personalization may be the promise, but the retail experience that customers get from their favorite brands often tells a different story.

For retailers, marketplaces are the new shop window. And today’s brands have moments — not minutes — to attract, engage with and retain a potential customer before the buying window closes. When a ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to ...

Strengthen your customer relationships by addressing these eight key customer experience failures. Opinions expressed by Entrepreneur contributors are their own. Failures like over-automation, ...

There's been a marked increase in the use of digital tools among customer service teams over the past two years, after the pandemic brought home the importance of digital connection and automation to ...

Are customers finding relevant content when they search for your business? Personalized content can help improve your customer's experience. Creating meaningful experiences through personalized ...