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: ...

Personalization has become one of the most influential forces in today’s consumer marketplace. Across industries, people are increasingly drawn to products and services that reflect their identity, ...

Personalization has always been one of the clearest bridges between marketing and emotion. Different things spark emotion for different people, depending on who we are and how we experience the ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Eric Schurke As we move ...

Real-time personalization. You’ve heard of it … vaguely. And now that many marketing automation platforms like Marketo are offering this feature, maybe you’re ready to dive in. But if you’re still ...

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 has become a top priority for organizations seeking to deliver differentiated customer experiences and drive commercial results. In 2025, the marketing budget allocated to ...

AI’s impact on e-commerce innovation cannot be reduced to faster models or smarter code. The decisive shift is organizational ...

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 ...