New Product Development
Why Smart Companies Are Giving Customers More Data
To launch successful products that delight customers, companies need a new approach to data analytics.
Customer Data
Latest
Technology Implementation
Prepare to Protect Your Customers’ Voices
The threat of voice-based cybercrime is growing along with the use of voice-directed digital assistants.
Paul Mee and Gokhanedge Ozturk
Technology Implementation
Digital Convenience Threatens Cybersecurity
Seamless connectivity dramatically increases convenience along with cyber risk.
Paul Mee and Rico Brandenburg
Digital Business
Looking At the Impact of the California Consumer Privacy Act
Our experts weigh in on market implications from California’s new consumer privacy act.
Digital Business
The Right Way to Regulate the Tech Industry
Some want big tech companies broken up. Others call for stiffer industry oversight. Who’s right?
Lisa Quest and Anthony Charrie
Content Sponsored by Tata Consultancy Services
The New Era of Personalization
New competitors will require consumer packaged goods companies to engage directly with consumers.
Sudhakar Gudala, John R. Hauser, and Artem Timoshenko
Analytics & Strategy
Why Personalization Matters for Consumer Privacy
Consumers’ concerns about data privacy are offset by a desire for personalized service.
Phyllis Rothschild, Julien Boudet, and Gadi BenMark
Customer Service
The Public Sector Can Teach Us a Lot About Digitizing Customer Service
Australian social service agencies are taking the lead in using bots to improve services.
Alireza Nili, Alistair Barros, and Mary Tate
Digital Business
Trapped in the Data-Sharing Dilemma
Are the benefits of data sharing with platforms worth the long-term price?
Jan Krämer, Daniel Schnurr, and Michael Wohlfarth
Analytics & Strategy
The Hidden Side Effects of Recommendation Systems
Recommendation algorithms don’t just reflect consumer preferences — they also shape them.
Gediminas Adomavicius, Jesse Bockstedt, Shawn P. Curley, Jingjing Zhang, and Sam Ransbotham
Developing Strategy
Creating Satisfying Customer Experiences With Machine Learning
Northwestern Mutual has found that KPIs are necessary for the future of marketing.
Aditi Javeri Gokhale
Customer Service
Let Your Digital Strategy Emerge
The intersection between what’s possible and what’s desired is where a business will succeed.
Jeanne Ross
Will Consumer Privacy Concerns Limit the Use of Big Data?
The MIT SMR Strategy Forum examines whether privacy concerns limit the use of consumer data.
Digital Business
Your Customers May Be the Weakest Link in Your Data Privacy Defenses
Apps that encourage users to share contact information expose companies to a huge security liability.
Bernadette Kamleitner, Vincent W. Mitchell, Andrew Stephen, and Ardi Kolah
Analytics & Organizational Culture
From Winning Games to Winning Customers: How Data Is Changing the Business Side of Sports
Sports analytics leaders are now using data to understand fans as well as they know their players.
Elizabeth Heichler
Analytics & Strategy
#MITSMRChat: Insights on Customer Engagement Through Analytics
MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.
Allison Ryder
Analytics & Strategy
The Coming Consumer Data Wars
Tough new EU data security laws mean that consumers’ data is about to become more valuable.
Thierry Mennesson
Analytics & Performance
Improving Customer Service and Security With Data Analytics
Though customer service is a key analytics focus, it offers potential for security improvements too.
Sam Ransbotham
IT Strategy
Video: Best Practices in Data Security
What to do when company data is breached.
Allison Ryder
Big Data
How Analytics and AI Are Driving the Subscription E-Commerce Phenomenon
Subscription e-commerce uses AI to offer personalized, low cost, convenient products. It’s working.
Jay I. Sinha, Thomas Foscht, and Thomas T. Fung
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