"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 ...

Robot assistant on modern hotel / office reception. The integration of Artificial Intelligence (AI) into the hospitality sector marks a significant shift in how hotels deliver customer service. In an ...

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: ...

A visitor at the Frye Museum in Seattle (photo by Joe Wolf/Flickr) What you experience when you visit an art museum these days is likely very different from what your parents did when they were your ...

Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here's how to keep trust alive. Trust matters most. Customer trust is the foundation of successful ...

Personalization is a non-negotiable for success in modern business. It’s expected by consumers globally. And think about it: What would the most profitable companies be without personalization? Almost ...

What Goes Into Meaningful Client Conversations Take Client Engagement From Static to Stunning With Direct Advisory Suite How This Tool Will Strengthen Advisor-Client Relationships What Goes Into ...

Welcome to Number of the Month, where we dig deeper into the research and data that's shaping the communications technology industry. This month, we look at a report from customer engagement and data ...