"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 ...

B2C companies spend a lot of time creating great customer experiences, but as the new Twilio State of Customer Engagement study shows, there is some work to do for a vital element of that experience, ...

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 ...

The age of artificial intelligence (AI) is here. You can make it a positive part of your business and customer interaction strategy, or just let your competitors lead and jeopardize your future. Based ...

Global retailer Marks & Spencer has developed a personalization strategy with the long-term aim of delivering five billion interactions with its customers annually. Alex Williams, Head of Growth ...

In the ever-evolving world of customer experience, personalization is crucial for businesses aiming to satisfy the modern consumer. The age-old adage "the customer is king" has been supplanted by a ...

For retailers, marketplaces are the new shop window. And today’s brands have moments — not minutes — to attract, engage with and retain a potential customer before the buying window closes. When a ...