Personalization is pivotal to deliver exceptional customer service, particularly in contact centers. Businesses are amplifying their focus on personalization as a key strategy to enhance the customer ...

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

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 ...

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

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 ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

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 ...

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 ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Are customers finding relevant content when they search for your business? Personalized content can help improve your customer's experience. Creating meaningful experiences through personalized ...