For the CEO, emotional intelligence is not optional; it is the difference between a customer who feels valued and one who ...

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: ...

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 ...

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 ...

Entrepreneurs who communicate their expertise and vision are creating a personal brand. Learn how personal branding can help your sales and operations.

Hear me out: At minimum, the way personalization is being executed and discussed is ripe for disruption. What marketers think is improving their brand’s relevance could be having the opposite effect.

Marketers today are tasked with delivering hyper-personalized messaging at scale. Luckily for them, AI has made it possible to reach individuals with uncanny precision (as we all know: right message, ...