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 ...

Personalization wins loyalty. Loyalty programs thrive on real-time data and AI-driven insights, which help create tailored rewards that drive deeper customer connections. AI powers smarter rewards. AI ...

Holidays are the time when stress runs high, patience runs short, and to-do list gets lengthy. Everything needs to be accomplished by year-end. The last thing consumers have time for are engagement ...

According to a new survey from Klaviyo, the marketing automation platform, a large majority (74 percent) of consumers expect ...

At the same time, consumers are more sensitive to “creepy” or irrelevant personalization—if a brand behaves in a way that feels invasive or misuses data, trust erodes. The brands that get ...

Personalization enables businesses to build closer, more profitable relationships with customers through empathy. Artificial intelligence (AI) is a catalyst for the next wave of personalization, ...

Customer data platforms (CDPs), which historically acted as storage and cleanup tools, are turning into something more ...

Today’s retail customers expect more than just great products — they expect great experiences. They want brands to know who they are, remember what they’ve purchased and anticipate what they’ll need ...

There is a lot at stake in 2025, and discerning, digitally savvy business buyers know it. We are long past the days when a one-size-fits-all marketing strategy and the traditional siloed marketing ...