For the CEO, emotional intelligence is not optional; it is the difference between a customer who feels valued and one who ...

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 ...

Retailers have invested heavily in personalization, but many shoppers still encounter generic and poorly timed experiences, leaving revenue and lasting loyalty hanging in the balance. New research ...

How can you use customer information to deliver a personalized experience without it coming across as creepy? The first time I heard the phrase "creep factor" was while doing some consulting for a ...

"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 ...

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 ...

Great customer experience (CX) feels like one continuous conversation. This is the shift defining 2026 — real-time, ...

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 ...

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 ...

While the trend of ordering food on an app for a stranger to pick up and deliver to your door existed before the pandemic, it wasn’t until the lockdowns that such habits became mainstream. Indeed, ...

Personalized marketing, while valuable for some, generates negative experiences for 53 percent of customers, who were 3.2 times more likely to regret a purchase and 44 percent less likely to purchase ...

Are customers finding relevant content when they search for your business? Personalized content can help improve your customer's experience. Creating meaningful experiences through personalized ...