Tools for companies and managers to rethink standard customer experience practices.
George Westerman and Ally MacDonald
Managers’ intuition about how customers will feel about decisions made by algorithms rather than humans is often wrong.
Gizem Yalcin, Sarah Lim, Stefano Puntoni, and Stijn M.J. van Osselaer
This research report covers leading CX trends and offers expert advice for becoming a “CX Champion.”
MIT SMR Connections
Reframing your B2B company as a business-for-business company can boost revenues, customer retention, and worker morale.
Sergio Restrepo and Efosa Ojomo
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.
In a Q&A, Eventbrite CMO Tamara Mendelsohn discusses how the pandemic deepened the company’s connections with customers.
Tamara Mendelsohn, interviewed by Ally MacDonald
Companies earn customers’ respect and loyalty when their brands enable, entice, and enrich them.
Andreas B. Eisingerich, Deborah J. MacInnis, and Martin Fleischmann
A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.
Raj Venkatesan and Kimberly A. Whitler
The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.
Smaller, often more private and interactive online communities and platforms are reinventing the way brands and consumers connect.