Customer Experience

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.

The most memorable experiences are suffused with emotion — not extra features or value for money.

A successful pitch for AI must overcome economic, technical, political, and cultural hurdles.

New competitors will require consumer packaged goods companies to engage directly with consumers.

Consumers’ concerns about data privacy are offset by a desire for personalized service.

AI is making it possible for companies to reach a new level of customer-centric marketing.

Chatbots aren’t replacing human customer service agents — they’re making them more efficient.

Customer-focused design is core for successful B2B e-commerce.

Customer-centric companies have better success when it comes to organizational change.

To bolster innovation, use a growth-affirming innovation narrative supported by four proven levers.

Australian social service agencies are taking the lead in using bots to improve services.

Retailers can avoid displacement and connect with customers by focusing on digital experience.

Digital customer service platforms offer better service when they use customer-centric language.

Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.