Customer Engagement

Reframing your B2B company as a business-for-business company can boost revenues, customer retention, and worker morale.

Barbara Martin Coppola explains how IKEA’s digital transformation is a natural extension of its collaborative culture.

Starbucks’s former CTO discusses AI’s role in the company’s digital transformation on the Me, Myself, and AI podcast.

The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.

Tassilo Festetics shares how in-house technology innovation is helping AB InBev enhance its products and service.

Amit Shah, president of 1-800-Flowers, explains why lifelong learners are the best technical talent.

New research reveals steps that can help remote teams boost innovation and create customer value.

Sustaining organizational culture beyond the office, creating value with opportunity marketplaces, and avoiding strategy hijacks.

Strategy hijacks — situations in which companies must adjust their strategies due to consumer backlash — can be predicted and avoided.

To launch successful products that delight customers, companies need a new approach to data analytics.

Getting ahead of industry disruption, successful frameworks for strategic decision-making, and creating value through customer experience.

Innovations from the front office are keeping fans engaged and disrupting the staid order in sports.

Must-reads for managing in a digital age: self-driving companies, flexible work, and piracy.

Find the sweet spot between what digital technologies can deliver and what customers need.

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

New competitors will require consumer packaged goods companies to engage directly with consumers.

AI offers a helping digital hand to overburdened B2B marketing departments.

In baseball, analytics can help with defensive strategy—but using it may reduce fan engagement.

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

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