Is personalized service a more effective tool than personalized marketing? Research from Gladly, a customer service technology platform, indicates that it is. In the company’s most recent Consumer ...

Restaurants are facing multiple compounding pressures as high inflation drives customers to dine out less and persisting staffing shortages hinder smooth operations. Many operators are pulling back, ...

Making it as quick and easy as possible for customers to find answers and resolve issues should be top of mind for today's support leaders. From purchasing a product to resolving support issues, today ...

Forbes contributors publish independent expert analyses and insights. I help executives track and innovate against business disruptions. As the world starts to open up, digital-first behaviors are ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. In an uncertain economy, banking customers want clear ...

Forbes contributors publish independent expert analyses and insights. Pam Danziger reports on retail, focused on the luxury consumer market. Gucci and Chanel are using the power of customers’ ...

In the same way that individuals brainstorm the ideal wedding venue or the perfect song to be played at an anniversary party, the details of an end-of-life service can also come together to create an ...