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: ...

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 ...

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 ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

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 ...

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 ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. But is that true across the board? Not necessarily. In some cases, ...

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 ...

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

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