Customers
The Beauty of AI: Estée Lauder’s Sowmya Gottipati
Sowmya Gottipati shares how Estée Lauder uses AI to learn about customers and make better product recommendations.
Customer Data
Latest
Security & Privacy
Preserving Privacy While Sharing Data
Using differential privacy to safeguard personal information when sharing data still requires a high level of expertise.
Simson L. Garfinkel and Claire McKay Bowen
Content Sponsored by PTC
A Digital Thread: Capitalize on Your Data’s Value
Develop a “digital thread” that connects people, products, and processes internally and externally.
Catherine Kniker, Raghav Narsalay, and Wade Roush
Technology Innovation Strategy
How In-Store Tech Will Transform Retail
In-store technology promises a better customer experience — and fuel for improved retail analytics.
Selena Zhu, Maxime Cohen, and Saibal Ray
Data & Data Culture
Developing a New Leadership Mindset for Data
A new MIT SMR Executive Guide offers managers and decision makers new insights, research, and strategies for leading a data-driven culture.
Ally MacDonald
Analytics & Business Intelligence
Building a Winning Data Strategy: An MIT SMR Executive Guide
Companies today are swimming in data — but how do we build a data strategy that creates value?
Ally MacDonald
Analytics & Business Intelligence
Why Smart Companies Are Giving Customers More Data
To launch successful products that delight customers, companies need a new approach to data analytics.
Barbara H. Wixom, Ronny M. Schüritz, and Killian Farrell
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
Data & Data Culture
Looking At the Impact of the California Consumer Privacy Act
Our experts weigh in on market implications from California’s new consumer privacy act.
AI & Machine Learning
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
Marketing 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
AI & Machine Learning
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 Marketing
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 & Business Intelligence
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
Developing Strategy
Let Your Digital Strategy Emerge
The intersection between what’s possible and what’s desired is where a business will succeed.
Jeanne Ross
Security & Privacy
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 Marketing
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
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