Tools for companies and managers to rethink standard customer experience practices.
George Westerman and Ally MacDonald
Most Recent Insights from MIT SMR
Gizem Yalcin et al.
Sergio Restrepo and Efosa Ojomo
More Marketing Insights from MIT SMR
Starbucks’s former CTO discusses AI’s role in the company’s digital transformation on the Me, Myself, and AI podcast.
Sam Ransbotham and Shervin Khodabandeh
Marketers should prioritize digital and e-commerce initiatives to offer customers engaging virtual shopping experiences.
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 et al.
A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.
Raj Venkatesan et al.
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.