Customer Experience

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.

Innovators need to develop their innovation capital so they can turn their ideas into reality.

As the CIO function becomes more strategic, these executives focus on customer experience.

A webinar describes how to develop AI customer service chatbots that meet customer expectations.

Experience disrupters, leading up, COVID-19’s economic impact, and building effective teams.

A new species of disrupter has great products but offers even better experiences.

Companies using e-commerce sites like Amazon must work to maintain a strong brand identity.