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

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: ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Eric Schurke As we move ...

Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here's how to keep trust alive. Trust matters most. Customer trust is the foundation of successful ...

At CES 2026, 12 companies reveal how AI, robots, and Web3 are redefining personalization through identity, trust, smart ...

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 ...

In recent years, the way businesses engage with their customers online has undergone a profound transformation. While traditional personalization methods, such as targeted email marketing and product ...

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 ...

Co-authored by Nigel Bairstow, Ph.D., and Meezab Fatima Khan, Research Assistant Artificial intelligence has quietly reshaped the way we shop, listen to music, and even decide what to eat for dinner.