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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Personalization used to be about recognizing a customer ...

For brands and retailers, it’s no secret that a more personalized customer experience typically leads to increased engagement and sales. And yet, so many companies struggle to implement what I call ...

51% say tools are finally working, but understanding customers remains a puzzle, according to the CMSWire State of Digital Customer Experience 2025 report. In this episode of CMSWire TV's The Digital ...

Few things are as personal to a shopper as their health. Everyone has their own health needs and goals, and there is no one-size-fits-all solution to any fitness regime. GNC has embraced the need for ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

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, ...

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 ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

Customers no longer tolerate irrelevant emails and advertisements. Instead they expect brands to understand and anticipate their needs, then tailor their experiences to them. That's why ...

OTT intelligence demand is rising for AI-led churn prevention, personalization, ad monetization and playback optimization, with opportunities in services, first-party data and privacy-ready ...