B2C companies spend a lot of time creating great customer experiences, but as the new Twilio State of Customer Engagement study shows, there is some work to do for a vital element of that experience, ...

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 ...

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 ...

"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 ...

Today’s digital-first economy demands personalization as a fundamental strategic requirement. Modern consumers demand that brands know their preferences and provide consistent personalized attention ...

Global retailer Marks & Spencer has developed a personalization strategy with the long-term aim of delivering five billion interactions with its customers annually. Alex Williams, Head of Growth ...