This research report covers leading CX trends and offers expert advice for becoming a “CX Champion.”
MIT SMR Connections
Amit Shah, president of 1-800-Flowers, explains why lifelong learners are the best technical talent.
Sam Ransbotham and Shervin Khodabandeh
Collisions between innovators and existing players are forcing executives to rethink their strategy.
Marco Iansiti and Karim R. Lakhani
Companies already use data to make marketing decisions. Will deep learning enable a leap forward?
Glen Urban, Artem Timoshenko, Paramveer Dhillon, and John R. Hauser
Brands must focus on what their customers have in common — not what makes them different.
How should organizations approach strategic decision-making?
An industry executive and a scholar offer perspectives on new competition in the staffing business.
Nagaraj Ijari and Geoffrey Parker
Northwestern Mutual has found that KPIs are necessary for the future of marketing.
Aditi Javeri Gokhale
Data best supports marketing when researchers fully understand what they want to measure and how.
Ken Faro and Elie Ohana
MIT professor Munther Dahleh proposes a marketplace for data that bases the cost of data on the financial value it generates
Munther Dahleh, interviewed by Elizabeth Heichler
MIT Sloan Management Review’s first annual cross-industry survey of senior executives in collaboration with Google offers insight into organizations’ use of key performance indicators in the digital era.
Michael Schrage and David Kiron
Sports analytics leaders are now using data to understand fans as well as they know their players.
MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.
The key lessons learned by Sprint, Bayer and Tapestry in implementing data-driven strategies.