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.
Marketing
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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.
Innovation Strategy
Balancing Valued Tradition With Innovation
Even iconic products need updates to stay relevant, but businesses can retain loyal customers while attracting new ones.
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.
Social Media
Trust and Fraud Detection at Scale: Instagram’s Stephanie Moyerman
Instagram’s Stephanie Moyerman discusses AI’s role in supporting social media safety on the Me, Myself, and AI podcast.
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.
Organizational Transformation
Why Digital Ability Trumps IQ
Transformation success requires moving beyond “digital IQ” by linking employee ability to performance outcomes.
Customers
Does AI Help Reduce Wasteful Holiday Gifting?
Strategy experts weigh in on the macroeconomics of using AI technology to match people to presents.
Social Media
What Do Strategy Experts Think of Elon Musk’s Twitter Blue Policy?
Experts consider whether charging for user verification will lead to increased user engagement and trust on Twitter.
Customers
The Limits of Neuroscience in Business
Before investing in products touting business insights from brain research, managers must understand how they fall short.
Corporate Social Responsibility
Why Corporate Success Requires Dealing With the Past
Once leaders address their company’s historical transgressions, they can work to create a more positive legacy.
AI & Machine Learning
Digital First, Physical Second: Wayfair’s Fiona Tan
Wayfair’s CTO describes how the e-commerce retailer uses AI and machine learning to support customers and manage risk.
Content Provided By Google
Reassuring Students About Education’s Value in Uncertain Times
Learn how to reassure students about the value of higher-ed investments even in uncertain times.
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.