As personalization becomes table stakes, a new class of products is emerging that depends not just on data inferred from patterns and history but on deeply personal information that customers are ...

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: ...

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

Personalization is no longer just a buzzword; it’s a consumer expectation and an imperative for brands. McKinsey research shows that 71% of consumers expect brands to deliver personalized interactions ...

The 20th-century industrial age cemented the “one-size-fits-all” model as the default, driven by the cost efficiencies of mass production. But today, advanced technologies—especially AI—are ...

Hear me out: At minimum, the way personalization is being executed and discussed is ripe for disruption. What marketers think is improving their brand’s relevance could be having the opposite effect.