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: ...

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 ...

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 ...

As AI raises expectations for speed and relevance, retailers must prove personalization works in the moment.

Customer needs evolve at a breakneck pace in the digital world. When the pandemic pushed companies to complete their digital transformation, brands focused heavily on addressing technical weaknesses ...

Repetition hurts experience. When customer information doesn’t carry across channels, people end up repeating themselves, which wastes time and increases frustration. Personalization saves time.

Customers want personalization done right. Our survey consistently shows that more than 80 percent of customers want companies to use their personal data to make their experience better. But it also ...

Personalized dining experiences mean something different for every restaurant, but it all starts with the right technology ...

With a partner agency, Amazon Fresh incorporated a CXO strategy and tools to produce generative AI-powered on-brand campaign visuals that repurpose existing assets to deliver visuals faster and with ...

Guessing what customers want is a losing strategy. The best strategy is to ask them what they want, remember what they say and deliver experiences tailored to those preferences across every ...