Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. These questions and others can be answered in one word: ...

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 ...

When personalization fatigue sets in, reducing friction—not targeting harder—becomes the fastest path to trust, conversion ...

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 ...

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, ...

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 ...

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 ...

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 ...

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.

Personalization-at-scale is a key strategy for fintechs to deliver hyper-relevant products and services. Learn how top fintechs are delighting customers and building strong relationships with ...

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 ...