Quality & Service

Conversational commerce has the potential to transform the business supply chain.

Join the co-authors of “Using Analytics to Improve Customer Engagement” and special guest Teddy Bekele as they show how analytical innovators are gathering and sharing data to build loyalty and keep customers.

When artificial intelligence is used to expedite certain legacy processes, it can act more like a Band-Aid than a cure.

Organizations that make use of data from a variety of sources excel at customer engagement, as explained in the 2018 Data & Analytics Report.

In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.

The cost of bad data is an astonishing 15% to 25% of revenue for most companies.

New factory audit processes make it possible to evaluate supplier performance in more depth.

Health care companies are using digital tools to put doctors’ focus back on patients.

For CarMax, digital business isn’t about the tech — it’s about the teams.

New research demonstrates how the most efficient network designs also account for changing market conditions.

Instead of replacing human workers, software robots are an opportunity to augment their skills.

Performance topology maps offer managers a signpost pointing toward smarter strategies.

GE is positioning itself to make the Industrial Internet a strong component of a more efficient oil and gas industry.

Secrets are a casualty of analytical prowess, and companies have new incentives to act honorably.

Customers want employee interaction, convenience, and fast transactions in their self-service technology.

By skillfully managing the human side of its analytics strategy, Intermountain Healthcare empowers doctors and other users to make data-driven process changes that improve business results and patient outcomes.

The process of bringing assembly work back to U.S. factories from abroad is more challenging than the economics would predict.

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Misguided attempts to improve satisfaction can damage a company’s financial health.