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.

Tinder’s entrance into the dating app industry was a literal game changer.

The changing role of CEO, designing AI systems customers won’t hate, and a lesson from Beethoven.

Companies implementing AI must protect customers’ autonomy, privacy, and individuality.

Getting ahead of industry disruption, successful frameworks for strategic decision-making, and creating value through customer experience.

Major makeovers should benefit — and be noticed by — those who buy a company’s products and services.

MIT Sloan Management Review‘s Fall 2019 issue looks at customer experience, collaboration, and cybercrime.

This week’s must-reads for managing in the digital age.