Customers

A study finds that U.S. consumers believe businesses could positively impact society but fall short in sustainability.

In a polarized culture, market to your brand’s top supporters, who can help build your fan base among skeptics.

Handwritten notes are a personalized approach to business communication that can help build stronger connections.

On the Me, Myself, and AI podcast, Aflac’s CIO discusses tech hiring and the insurer’s use of artificial intelligence.

Bed Bath & Beyond’s bankruptcy exposes the perils of focusing on financials at the expense of customer value creation.

Shifting emphasis from customer lifetime value to customer portfolio lifetime value can drive future revenue and lower costs.

Strategy experts weigh in on the macroeconomics of using AI technology to match people to presents.

Before investing in products touting business insights from brain research, managers must understand how they fall short.

Research shows that retail and CPG companies are optimistic about investments in CX technology.

Data science leader Khatereh Khodavirdi discusses how PayPal uses AI and machine learning for customer personalization.

Survey findings: Latin American companies need to enhance CX quality and improve use of analytics.

Orangetheory Fitness members get the most out of their group workouts with some help from both AI and human coaches.

A global survey finds that many EMEA-based companies need to improve customer-experience quality.

This issue of MIT SMR focuses on customer relationships and their connection to innovation and value.

Better-informed decisions on customer relationship conversion, leverage, and defense can drive revenue and lower costs.

Determining whether entrepreneurship is right the right path for you requires preparation and introspection.

L’Oréal’s Stéphane Lannuzel discusses artificial intelligence’s role in technology innovation in the beauty industry.

Pairing neuroscience with design thinking can help companies innovate with greater precision.

Sowmya Gottipati shares how Estée Lauder uses AI to learn about customers and make better product recommendations.

Learn how the hospitality industry is improving guest experiences and reimagining loyalty programs.