Customers

Companies implementing AI must protect customers’ autonomy, privacy, and individuality.

Major makeovers should benefit — and be noticed by — those who buy a company’s products and services.

When employees represent the views of customers, management needs to have their backs.

The most memorable experiences are suffused with emotion — not extra features or value for money.

A successful pitch for AI must overcome economic, technical, political, and cultural hurdles.

AI is making it possible for companies to reach a new level of customer-centric marketing.

Chatbots aren’t replacing human customer service agents — they’re making them more efficient.

Organizations must become more strategic about their tech investments to better serve customers.

Customer-centric companies have better success when it comes to organizational change.

Here’s how to ensure your sales teams know their customers’ problems.

Australian social service agencies are taking the lead in using bots to improve services.

Digital customer service platforms offer better service when they use customer-centric language.

The intersection between what’s possible and what’s desired is where a business will succeed.

Retailers can boost profits and prevent abuse by tailoring their return policies with analytics.

Focusing on customers and employees leads to the delivery of winning customer experiences.

Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.

Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.

Companies need to think about how they can become a customer destination.

Retailers have new challenges in getting customers to accept different prices on different channels.

Using AI to create humanlike computers is a shortsighted goal.