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 ...

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 ...

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 ...

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 ...

Founder at M16 Marketing and a Forbes Agency Council member, Don is a leading marketing technologist on a mission to help businesses scale. The transformative power of personalization in marketing ...

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 ...

In a world driven by constant connectivity, online experiences need to be more personalized than ever before. This hyper-personalized approach aims to create the most relevant and customized ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

AI will power personalization, dynamic pricing, chatbots, and predictive analytics, while automation will optimize warehouse management, inventory tracking, and customer service. Social commerce and ...

Now is your chance to leverage the Great Reset among customers who have accelerated their adoption of digital customer service with a personalization strategy that will capture their attention.

Building and sustaining deep customer loyalty is a big task that very often comes down to the little things. Too many brands skip over those seemingly small details — and if you get them right, it’s 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 ...