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: ...

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 ...

To bridge the gap between what retailers know about their customers and what actually happens in-store, the industry must ...

The next evolution of e-commerce personalization is about creating digital experiences that can engage shoppers the way a ...

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 ...

Delta Air Lines recently announced it would expand its use of artificial intelligence to provide individualized prices to customers. This move sparked concern among flyers and politicians. But Delta ...

Consumers want to be known. They do not want to be watched. The distance between those two things is where brand trust is being won and lost in 2026. There is a line in customer experience that is ...

AI represents the greatest cognitive offloading in the history of humanity. We once offloaded memory to writing, arithmetic to calculators and navigation to GPS. Now we are beginning to offload ...

For much of history, customized pricing was the normal way things happened. In the past, business owners sized up each customer and then bargained face-to-face. The price paid depended on the buyer’s ...