Customer Experience

Consumer ire over vendor restrictions is leading to new right-to-repair laws in many jurisdictions.

Winning CXOs shape experiences that boost business outcomes by debunking myths about customer desires with real data.

MIT Sloan Management Review’s summer 2024 issue highlights ways to better support customers, partners, and employees.

On the Me, Myself, and AI podcast, Capital One’s Prem Natarajan explains AI’s role in enhancing the customer experience.

This issue of MIT SMR focuses on sustainability, customer and employee engagement, and strategic planning.

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

A new Deloitte study says most companies surveyed report falling short of their margin goals.

Businesses must take a multilayered approach to effectively combat counterfeit and unauthorized sales of their products.

Research shows that organizations that reduce complexity can motivate employees to deliver a better customer experience.

Research shows that retail and CPG companies are optimistic about investments in CX technology.

Survey findings: Latin American companies need to enhance CX quality and improve use of analytics.

A global survey finds that many EMEA-based companies need to improve customer-experience quality.

Companies from Zoom to Slack lean on the product itself to find customers and convert them to paying.

Pairing neuroscience with design thinking can help companies innovate with greater precision.

This issue of MIT SMR looks at corporate values and purpose, risk management, and the role of the CFO in acquisitions.

Learn how the hospitality industry is improving guest experiences and reimagining loyalty programs.

Join us to learn about strategies for great customer experiences in a variety of industries.

Tools for companies and managers to rethink standard customer experience practices.

By applying neural insights to innovation, businesses can create memorable experiences that customers want to repeat.

In a Q&A, two Alaska Airlines executives discuss the technology integration challenges of a corporate acquisition.