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 ...

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 ...

In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

Retailers are facing a myriad of challenges, from tightening budgets, smaller profit margins and financial constraints to clunky legacy infrastructure and increasing competition from major online ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Put yourself in the shoes of a consumer. You look down at your phone and see a text message from a company whose brands you use frequently with an offer that seems perfectly matched with your current ...

While the trend of ordering food on an app for a stranger to pick up and deliver to your door existed before the pandemic, it wasn’t until the lockdowns that such habits became mainstream. Indeed, ...

Some financial services firms are behind on shifting to the new digital landscape. Here’s why and how they should accelerate their evolution. Hyper-personalization is the key for established financial ...