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.

Businesses must use data and analytics to better anticipate consumer needs and humanize digital interactions.

Here’s a snapshot of what 2,600+ business leaders said about how their organizations approach CX.

This research report covers leading CX trends and offers expert advice for becoming a “CX Champion.”

Learn how operating model transformation supports CP companies’ success now and in the future.

Marketers should prioritize digital and e-commerce initiatives to offer customers engaging virtual shopping experiences.

A new Google-Qualtrics survey finds that marketers need to strive for more consumer-centric apps.

A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.

Smaller, often more private and interactive online communities and platforms are reinventing the way brands and consumers connect.

MIT SMR’s upcoming Executive Guide will discuss how companies can adapt to meet customers’ shifting expectations.