AI is everywhere in marketing and customer experience. It’s writing emails, answering questions, generating social content and guiding product recommendations. But as automation scales, something else ...

Forbes contributors publish independent expert analyses and insights. Randy Bean is a noted Senior Advisor, Author, Speaker, Founder, & CEO. How does a venerable American brand known for creating the ...

Many brands are obsessing over their AI capabilities and chasing the shiniest AI tools, thinking that's what will make them stand out. But I think they're missing the point entirely. Meanwhile, brands ...

Discover how to use AI and customer data ethically to strengthen trust, loyalty and long-term business growth. Learn practical ways to scale personalization and connection without sacrificing your ...

Midway through 2025, rapid advancements in AI and digital automation have revolutionized how businesses operate, from streamlined processes to hyper-efficient data analysis. However, amid this ...

WebFX reports that in an AI-saturated market, true differentiation lies in human connection through authenticity, empathy, ...

In our complex business world, we often overlook the simplest, most powerful tools at our disposal. I’ve spent years studying customer service and business relationships, and I’ve discovered something ...

NEW YORK — AI is a topic on every retailer’s mind heading into 2026. But REI isn’t shifting focus away from one of its key assets: human employees. Mary Beth Laughton — who stepped into the CEO role ...

51% of U.S. small businesses have now adopted AI for customer service, but 83% would still prefer speaking to a real person rather than an AI. Businesses risk losing trust, sales and customer loyalty ...

Earlier this year, an OpenAI study reached a troubling conclusion: Heavy ChatGPT users are more likely to report loneliness than non-users. The correlation between usage and feelings of social ...