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 ...

JOANN has improved its omnichannel customer service experience through a partnership with Gladly. The platform lets JOANN route queries to the specific customer service agent best-suited to resolve ...

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 ...

In 2023, the UK’s business sector weathered storms such as geopolitical tensions, the cost-of-living crisis, and an economic downturn. This turbulence looks set to continue well into 2024, forcing ...

AI, ML and NLP are changing the ways brands interact with customers. This article will look at the ways they are shaping marketing personalization. Artificial intelligence (AI), machine learning (ML), ...

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 ...

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 ...

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 ...

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 ...

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 ...