Data is everywhere. Companies today have access to more data about their customers and products than ever before. In some cases, it’s an almost overwhelming amount of information. In fact, most ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Nearly every aspect of life today is dramatically different than ...

Customer experience has become more than just a priority; it's a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the ...

Even with best of intentions, fragmented data can cause personalized marketing programs to seriously strain—or even end—customer relationships. While many of us marketers talk about our intentions, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.