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 is a global principle. Although it might look different in each location, the concept is always the same: customers want to be valued and should be central to a brand. These 25 ...

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 ...

Today, African-American, Asian-American and Hispanic consumers account for more than 120 million people combined (38% of the total U.S. population) and are increasing by 2.3 million per year. With ...

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, ...