Customer Engagement

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.

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.

The intersection between what’s possible and what’s desired is where a business will succeed.

Companies need to think about how they can become a customer destination.

Conversational commerce has the potential to transform the business supply chain.

Join the co-authors of “Using Analytics to Improve Customer Engagement” and special guest Teddy Bekele as they show how analytical innovators are gathering and sharing data to build loyalty and keep customers.

A study of cryptocurrency markets dissects the role of peer influence in online purchasing decisions.

MIT SMR’s 2018 Data & Analytics Report finds a link between customer engagement and data analytics.

MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.

Organizations that make use of data from a variety of sources excel at customer engagement, as explained in the 2018 Data & Analytics Report.

An infographic based on the 2018 Data & Analytics Report by MIT Sloan Management Review illustrates how companies can better engage with customers using analytics.

Online product recommendation networks can spread demand from one product to another.

Readers asked why a digital strategy must focus on either customer engagement or digital solutions.

Research from MIT’s Initiative on the Digital Economy offers new insights into platform markets and network effects.

Companies that want to draw innovation ideas from social media need customized approaches.

Content websites can convert visitors to paying customers by engaging them in a “ladder of participation.”