A better way to drive growth and profitability by Scott Magids, Alan Zorfas and Daniel Leemon When companies connect with customers’ emotions, the payoff can be huge. Consider these examples: After a ...

Creating a customer for life isn’t done through promotional activities or pricing strategies. It’s done by activating and evoking emotions. The holidays are here, so let's take a trip down my own ...

There's still a widespread belief that humans have an edge over AI-powered chatbots when it comes to one of the most important challenges that businesses face: connecting with customers on an ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. My dad and I were two weeks into our road trip when we checked into a hotel for a special ...

When building a house, you start with a blueprint. Similarly, creating a meaningful customer experience begins with a map — a tool to visualize the entire journey, from initial awareness to ...

Researchers from National Taiwan University and the University of Maryland published a new Journal of Marketing article that examines how marketers can use GenAI to provide empathetic customer care.

Customer emotions seem to be an afterthought for most companies. Most companies measure success through customer actions–conversions, click-through rates, sales, downloads, etc.–so that’s what gets ...

As we come to the end of 2024, RFIDJournal writers and experts who contributed their knowledge are taking both a look back at this year and what is ahead in 2025. This entry is from Anton Timashev, ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

A better way to drive growth and profitability by Scott Magids, Alan Zorfas and Daniel Leemon When a company connects with customers’ emotions, the payoff can be huge. Yet building such connections is ...