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 ...

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 ...

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 ...

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 ...

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, ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

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 ...

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 ...

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 ...