The promise of agentic AI to transform customer experience (CX) is undeniable. AI-enabled CX platforms are rapidly expanding into a global market, with forecasts predicting it will reach USD 117.8 ...

Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

There's been a marked increase in the use of digital tools among customer service teams over the past two years, after the pandemic brought home the importance of digital connection and automation to ...

In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

Retailers are facing a myriad of challenges, from tightening budgets, smaller profit margins and financial constraints to clunky legacy infrastructure and increasing competition from major online ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Some financial services firms are behind on shifting to the new digital landscape. Here’s why and how they should accelerate their evolution. Hyper-personalization is the key for established financial ...

Personalization-at-scale is a key strategy for fintechs to deliver hyper-relevant products and services. Learn how top fintechs are delighting customers and building strong relationships with ...

The era of hyper-personalization has hit financial services in a huge way. Last year, 18% of investment in fintech went into personalized financial management according to Dealroom, while the rise of ...