"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 ...

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: ...

For brands and retailers, it’s no secret that a more personalized customer experience typically leads to increased engagement and sales. And yet, so many companies struggle to implement what I call ...

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Bloomreach, the cutting-edge solution for AI-powered personalization, today announced it has been selected to power personalization across the customer ...

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

In this roundtable discussion, banking leaders and industry visionaries will explore the future of customer experience (CX) in banking. In this new era, personalization takes center stage, as ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long-term outcomes.

For decades, many organizations have tried customizing certain aspects of their marketing, sales, and customer experiences. Many started small, adding a first name automatically to emails, passing ...

Customer journeys and emotional experiences turn satisfied customers into outspoken brand promoters. Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

Customer connection has become the defining advantage in e-commerce as brands balance personalization, data, automation, and ...