Customer Experience

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Three Signals Your Industry Is About to Be Disrupted

Emerging technology and new business models have created new ways of serving customers and allowed digital leaders to disrupt traditional companies. Disruption rarely comes out of nowhere, however: There are common patterns to learn from and three major signals to recognize in evaluating the risk for your industry.

The Store Is Dead — Long Live the Store

At the same time that many traditional retailers are closing offline stores, digitally native vertical brands such as Bonobos and Warby Parker are aggressively expanding into offline locations. And both online and offline retailers are converging in experience-oriented “showrooms.”

Driving Operational Cost Savings With the Internet of Things

AI and IoT offer significant benefits — as yet untapped — for facilities maintenance. In most large companies, maintenance and repair is done piecemeal with tremendous inefficiency, something automated, data-centered management practices could reduce. Operations executives should take notice, because the companies that allocate resources toward putting technology to work in this area are likely to gain an important competitive advantage.

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Leading in a Time of Increased Expectations

Traditionally, big energy companies focused primarily on power generation, not customer-centricity. But that’s changing — and today’s digitally empowered customers have opinions about everything from where their energy should come from to when their bills should arrive. Lynn Good, CEO of Duke Energy Corp., reflects on guiding her company through this transformation.

Sponsor's Content | Supply Chain Analytics: How High Tech Can Meet Speed, Revenue and Cost Goals

  • MIT SMR Custom Studio | Content Commissioned for UPS

Amid the pressures of fast innovation and consumer expectations for personalized delivery experiences, high-tech businesses are working with logistics partners to instantaneously see data patterns from the end-to-end supply chain. Through predictive, prescriptive and real-time supply chain analytics, high-tech companies can get the insights they need to reduce risk, increase agility and ensure customer satisfaction.

Adobe Reinvents Its Customer Experience

Developing a successful strategy for managing customer experience and creating a great experience for employees at the same time can be a big headache, especially for large companies. In this interview, Donna Morris, executive vice president of customer and employee experience at Adobe, discusses how the company’s unique approach generates value and goodwill internally and externally. She is interviewed by Gerald C. (Jerry) Kane, associate professor of information systems at the Carroll School of Management at Boston College and guest editor for MIT Sloan Management Review’s Digital Leadership Initiative.

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