For brands and retailers, it’s no secret that a more personalized customer experience typically leads to increased engagement and sales. And yet, so many companies struggle to implement what I call ...

Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to talk about their new book: ...

In this roundtable discussion, banking leaders and industry visionaries will explore the future of customer experience (CX) in banking. In this new era, personalization takes center stage, as ...

"Personalized" by Mark Abraham and David Edelman is a crucial read for CMOs and all other C-suite leaders aiming to integrate AI into their customer experience, as well as CDAOs and CIOs who want to ...

Personalization treats every customer as a party of one. The bigger opportunity is connecting customers who can solve each ...

Artificial intelligence (AI) video is having a moment, and for good reason. Enterprise teams across marketing, customer experience, and digital communications are under pressure to produce more ...

In banking, “hyper-personalization” represents not just a strategy for developing better overall customer experience, but as a way to monetize that customer experience more immediately. Unlike other ...

“Create a Hollywood-level commercial for $5!” or “Fire your video team; AI has arrived!” You’ve probably been seeing such headlines all over the web ever ...

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 ...

Obsession can mean many different things. It can describe a Taylor Swift superfan’s dedication to decoding hidden messages in her album covers or laser-focused attention to detail. But when it comes ...