Amazon – the company that’s famous for its effortless customer experience – is curiously making it a little harder for people to buy stuff through its website. But there’s a method to their madness.

When it comes to hyper-personalization and CX, Amazon is one of the first brands that people think of. What lessons can be gleaned from the tech giant? When it comes to hyper-personalization, customer ...

Rolled out in 2013, the Mayday video chat feature gave Fire tablet users access to a live rep on screen who could control and annotate the screen for assistance. (Amazon Photo) Amazon is pulling the ...