Customer-centric companies have better success when it comes to organizational change.
Australian social service agencies are taking the lead in using bots to improve services.
Alireza Nili, Alistair Barros, and Mary Tate
Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.
Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.
Jess Huang, Phyllis Rothschild, and Jamie Wilkie
Companies need to think about how they can become a customer destination.
Peter Weill and Stephanie Woerner
Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.
Jonathan Z. Zhang, George F. Watson IV, and Robert W. Palmatier
MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.
Though customer service is a key analytics focus, it offers potential for security improvements too.
New research demonstrates how the most efficient network designs also account for changing market conditions.