"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 ...

The personalized customer experience that came naturally to shopkeepers of the past is generally missing in today’s rapidly changing consumer landscape. Now, delivering that same level of connection ...

Driving trust. Building customer relationships starts with establishing trust through personalized, consistent value at every touchpoint. Long-term loyalty. Authentic connections at every stage of the ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

PALO ALTO, Calif.--(BUSINESS WIRE)--Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced ...

Creating a seamless, personalized customer experience is key. But first, organizations need to get their IT systems and data ready for it. But anticipating what customers expect isn’t easy. To deliver ...

Welcome to Number of the Month, where we dig deeper into the research and data that's shaping the communications technology industry. This month, we look at a report from customer engagement and data ...

In a global marketplace, there is an increasing need for a local feel. Customers want to connect with people and purpose, not faceless corporations. Because of this, franchises face the unique ...

Laura DiDio is principal at ITIC. She has over 25 years of experience in IT as an analyst, consultant, writer and investigative reporter. Organizations across industries have more access to data than ...

Joseph Michelli examines how AI is transforming the workplace customer experience and why human centered leadership remains ...