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 ...

Can it be that after decades of striving to create personalized customer experiences beyond the proverbial birthday email that only a quarter of brands rate their personalization efforts as highly ...

If companies know so much about their customers, why does personalization still feel so limited? Data alone doesn’t tell us a ...

"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 ...

Hyper-personalization in retail uses real-time customer behavior, unified customer identities, and AI-driven decisioning to tailor experiences at scale across channels. I explain the underlying ...

In the past, customer service looked like this: If you were a big company, you could afford enterprise-grade technologies. And if you were a mom-and-pop shop, you were left to chitchat at the register ...

Obsession can mean many different things. It can describe a Taylor Swift superfan’s dedication to decoding hidden messages in her album covers or laser-focused attention to detail. But when it comes ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More This article is part of a VB special issue. Read the full series here: ...

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. But is that true across the board? Not necessarily. In some cases, ...

What if your next online shopping experience felt like it was designed just for you—every product recommendation spot-on, every interaction seamless, and every question answered instantly? This isn’t ...

The era of hyper-personalization has hit financial services in a huge way. Last year, 18% of investment in fintech went into personalized financial management according to Dealroom, while the rise of ...