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 ...

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 ...

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 ...

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 ...

Hyper-personalization goes beyond one-time marketing events. It is about harnessing the long-term drivers of growth and prioritizing customer lifetime value. This is achieved by utilizing data and ...

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 ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

Few things are as personal to a shopper as their health. Everyone has their own health needs and goals, and there is no one-size-fits-all solution to any fitness regime. GNC has embraced the need for ...

How leading companies like Ulta Beauty and Liberty London are harnessing AI to enhance customer experience, from personalization to efficiency. Customer experience (CX) teams are implementing ...

As retailers reflect on last year’s hits and misses, boosting consumer trust and engagement remain top of mind. With today’s market characterized by accelerating ad spend costs, increased competition ...

The 2025 Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today's increasingly digital shopping environment ...