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: ...

Retailers have invested heavily in personalization, but many shoppers still encounter generic and poorly timed experiences, leaving revenue and lasting loyalty hanging in the balance. New research ...

Personalization is no longer just a buzzword; it’s a consumer expectation and an imperative for brands. McKinsey research shows that 71% of consumers expect brands to deliver personalized interactions ...

The 20th-century industrial age cemented the “one-size-fits-all” model as the default, driven by the cost efficiencies of mass production. But today, advanced technologies—especially AI—are ...

For months in early 2025, a tight-knit online community on Reddit had been unknowingly infiltrated by artificial intelligence. It was a corner of the social platform where people practice good-natured ...