Marketing
Developing Strategy The Best of This Week
Pivoting in the pandemic, assessing supplier diversity initiatives, and creating a framework for discussing race.
The MIT SMR Editors
Most Recent Marketing Insights from MIT SMR
Marketing Strategy
Growth Opportunities for Brands During the COVID-19 Crisis
Jonathan Knowles et al.
More Marketing Insights from MIT SMR
Marketing Strategy
Growth Opportunities for Brands During the COVID-19 Crisis
Small and midtier brands have unique opportunities to provide value in the new consumer environment.
Jonathan Knowles et al.
Customer Service
The Future of AI-Driven Customer Service
A webinar describes how to develop AI customer service chatbots that meet customer expectations.
P.V. Kannan and Allison Ryder
Leadership Skills
The Best of This Week
Experience disrupters, leading up, COVID-19’s economic impact, and building effective teams.
The MIT SMR Editors
Customer Service
The Experience Disrupters
A new species of disrupter has great products but offers even better experiences.
Brian Halligan
Marketing Strategy
Is Your Brand Getting Lost in the Online Shuffle?
Companies using e-commerce sites like Amazon must work to maintain a strong brand identity.
Joseph Dollens et al.
New Product Development
Social Listening Is Revolutionizing New Product Development
Social listening — analyzing what consumers say on social media — can serve as a treasure hunt map.
Pedro Yip and Vincent Blaclard
Analytics & Strategy
Designing AI Systems That Customers Won’t Hate
Companies implementing AI must protect customers’ autonomy, privacy, and individuality.
Ziv Carmon et al.
Digital Marketing
Is Deep Learning a Game Changer for Marketing Analytics?
Companies already use data to make marketing decisions. Will deep learning enable a leap forward?
Glen Urban et al.
Customer Service
Digital Transformation Should Start With Customers
Major makeovers should benefit — and be noticed by — those who buy a company’s products and services.
Thomas H. Davenport and Andrew Spanyi
Analytics & Performance
Front Office, Disrupted
Innovations from the front office are keeping fans engaged and disrupting the staid order in sports.