Customer Engagement

On the Me, Myself, and AI podcast, Stitch Fix’s Jeff Cooper explains how generative AI enables employees to gain more efficiencies while still connecting with customers.

Sharing values with customers builds loyalty and can be a valuable differentiator in competitive markets.

When e-commerce sites make buying quick and easy, they could be missing out on deepening customer relationships.

New research shows how companies can advance open innovation by integrating customers’ ideas into product development.

On the Me, Myself, and AI podcast, Pinterest’s Jeremy King discusses the technology behind the image-based platform.

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.