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 ...

Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here's how to keep trust alive. Trust matters most. Customer trust is the foundation of successful ...

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, ...

AI, ML and NLP are changing the ways brands interact with customers. This article will look at the ways they are shaping marketing personalization. Artificial intelligence (AI), machine learning (ML), ...

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

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 era of hyper-personalization has hit financial services in a huge way. Last year, 18% of investment in fintech went into personalized financial management according to Dealroom, while the rise of ...

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 ...

Online banks, also known as direct banks, have no branches. Most of them don't even have ATMs. But over the last two decades, these banks have grown in popularity by offering most of the services ...

Personalization-at-scale is a key strategy for fintechs to deliver hyper-relevant products and services. Learn how top fintechs are delighting customers and building strong relationships with ...