Customer Experience

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.

In-store technology promises a better customer experience — and fuel for improved retail analytics.

New research highlights an opportunity for culturally rich brands to leverage brick-and-mortar stores to build brand loyalty.

Retailers must explore new revenue streams, monetize existing assets, and embrace a consumer-to-business mentality.

Home Depot’s Huiming Qu discusses how the home improvement retailer leverages AI to improve the customer experience.

Adapting roles amid organizational change, “invisible” leadership transitions, and new digital olfaction technologies.

Two new branches of digital olfaction technology could help companies use smells to improve the customer experience.

Two thought leaders discuss building strong banking, financial services, and insurance ecosystems.

Recommendation engines promise to revolutionize how customers buy and employees work.

The competitive advantages offered by digital technology have evolved. Here’s how to capture them.

When we can’t talk face to face, businesses must figure out how to cultivate consumer trust.

This week’s must-reads for managers: harnessing disruption for a better future, developing innovation capital, and aligning company culture with corporate values.