Marketing Strategy
The Myth of the Mainstream
In a polarized culture, market to your brand’s top supporters, who can help build your fan base among skeptics.
Customers
Latest
Managing Your Career
Amid Growing AI, Humanize Communication to Strengthen Relationships
Handwritten notes are a personalized approach to business communication that can help build stronger connections.
Automation
Continuous Learning With AI: Aflac’s Shelia Anderson
On the Me, Myself, and AI podcast, Aflac’s CIO discusses tech hiring and the insurer’s use of artificial intelligence.
Customers
Bed Bath & Bankruptcy: Lessons for Senior Leaders
Bed Bath & Beyond’s bankruptcy exposes the perils of focusing on financials at the expense of customer value creation.
Customers
A New Way to Manage Customer Portfolios for Maximum Value
Shifting emphasis from customer lifetime value to customer portfolio lifetime value can drive future revenue and lower costs.
Customers
Does AI Help Reduce Wasteful Holiday Gifting?
Strategy experts weigh in on the macroeconomics of using AI technology to match people to presents.
Customers
The Limits of Neuroscience in Business
Before investing in products touting business insights from brain research, managers must understand how they fall short.
Content Sponsored by SAS
Retail and CPG Customer Experience: Trends, Tech, and Takeaways
Research shows that retail and CPG companies are optimistic about investments in CX technology.
Customers
Investing in the Last Mile: PayPal’s Khatereh Khodavirdi
Data science leader Khatereh Khodavirdi discusses how PayPal uses AI and machine learning for customer personalization.
Content Sponsored by SAS
Delivering Experiences That Win Business and Build Loyalty: Focus on Latin America
Survey findings: Latin American companies need to enhance CX quality and improve use of analytics.
Customers
Keeping Humans in the (Feedback) Loop: Orangetheory Fitness’s Ameen Kazerouni
Orangetheory Fitness members get the most out of their group workouts with some help from both AI and human coaches.
Content Sponsored by SAS
Delivering Experiences That Win Business and Build Loyalty: Focus on EMEA
A global survey finds that many EMEA-based companies need to improve customer-experience quality.
Customers
Our Guide to the Fall 2022 Issue
This issue of MIT SMR focuses on customer relationships and their connection to innovation and value.
Customers
Manage Your Customer Portfolio for Maximum Lifetime Value
Better-informed decisions on customer relationship conversion, leverage, and defense can drive revenue and lower costs.
New Product Development
Before Starting Your Own Business, Ask These Four Questions
Determining whether entrepreneurship is right the right path for you requires preparation and introspection.
Customers
Inventing the Beauty of the Future: L’Oréal’s Stéphane Lannuzel
L’Oréal’s Stéphane Lannuzel discusses artificial intelligence’s role in technology innovation in the beauty industry.
Marketing Strategy
Using Neuroscience to Create Great Customer Experiences
Pairing neuroscience with design thinking can help companies innovate with greater precision.
Customers
The Beauty of AI: Estée Lauder’s Sowmya Gottipati
Sowmya Gottipati shares how Estée Lauder uses AI to learn about customers and make better product recommendations.
Content sponsored by Tata Consultancy Services
Reinventing Loyalty
Learn how the hospitality industry is improving guest experiences and reimagining loyalty programs.
Content Sponsored by SAS
Use Data to Transform How You Deliver CX
Join us to learn about strategies for great customer experiences in a variety of industries.