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Fixing Chatbots Requires Psychology, Not Technology
Customer service Digital ArticleSix strategies for getting people to love—and buy from—your AI chatbot. -
How Gen AI Is Transforming Market Research
AI and machine learning Magazine ArticleA guide to the most promising opportunities. -
The Commissioner of the WNBA on Transforming the League Ahead of a Breakout Season
Strategy Magazine ArticlePrioritizing players and digital infrastructure led viewership to nearly triple. -
Research: Consumers Don’t Want AI to Seem Human
Customer experience Digital ArticleStudies have shown that people dislike attempts to make AI convincingly human. But emphasizing the essential role of humans in AI tools can help reduce resistance to adoption. -
Life’s Work: An Interview with Rick Steves
Early career Magazine ArticleThe travel expert on his career arc, contributions to nonprofits, and more - SPONSORED CONTENT FROM Microsoft
Perception and Reality: Moving Beyond AI Anxiety to AI Action in the Contact Center
Customer experience ResearchPulse Survey Sponsored By Microsoft - SPONSORED CONTENT FROM Microsoft
Generative AI Success in the Contact Center Starts with Knowledge Management
Generative AI ResearchBriefing Paper Sponsored By Microsoft - SPONSORED CONTENT FROM NielsenIQ
The Challenges and Opportunities of Customer Journey Management in an Expansive Omnichannel Environment
Marketing ResearchPulse Survey Sponsored By NielsenIQ -
When Gig Work Meets Extreme Weather
Workplace health and safety Digital ArticleAs global warming intensifies, it puts operational efficiency in tension with worker well-being. - SPONSORED CONTENT FROM NIELSENIQ
The Evolution of Customer Experience Webinar
Customer experience ResearchWebinar Sponsored by NielsenIQ -
Case Study: Should We Deploy a Gen AI Salesbot?
Sales Magazine ArticleA CEO who wants to get an edge with technology faces pushback from a key customer and some of her team. -
A Better Way to Link Sales and Marketing
Sales and marketing Magazine ArticleCompanies are inhibited by siloed customer data. Digital customer hubs can help. -
Personalization Done Right
AI and machine learning Magazine ArticleThe five dimensions to consider—and how AI can help -
How Online Retailers Can Avoid Costly Out-of-Stock Issues
Operations strategy Digital ArticleA/B testing by Instacart suggests that telling customers about stocking times can increase spending and decrease the proportion of items replaced or refunded. - SPONSORED CONTENT FROM Nice
Improving Customer Service with Artificial Intelligence
Generative AI ResearchPulse Survey Sponsored By Nice - SPONSOR CONTENT FROM INTERCOM
Video Quick Take: Intercom’s Brian Donahue on How AI Customer Service Agents Are Delivering Massive Value
Customer experience Sponsor ContentSponsor content from Intercom. -
How Companies Can Use AI to Better Serve Deaf and Hard-of-Hearing Customers
Diversity and inclusion Digital ArticleBrands racing to embrace customer service chatbots risk neglecting disabled communities. -
How AI Can Power Brand Management
Technology and analytics Magazine ArticleIt can automate creative tasks and improve the customer experience. -
The CEO of Abbott on Revamping Its Breakthrough Diabetes Device
Innovation Magazine ArticleUnsatisfied with the initial response, the company doubled down on the patient experience. -
HBR’s Most-Read Articles of 2024 (So Far)
Customer experience Digital ArticleThe five stories that have resonated most with our readers this year.
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The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things
Management Book32.00View Details Porsches for soccer moms? Finance bros in Patagonia? Drive-through Starbucks? What happens when your growth strategy creates conflict between customers?... -
The Activator Advantage: What Today's Rainmakers Do Differently
Management Book35.00View Details A proven approach used by today's best professional service partners to win, retain, and grow client relationships. There is a growing problem in the... -
Like: The Button That Changed the World
Management Book32.00View Details A riveting, insider's look at the creation and evolution of the like button and what it reveals about innovation, business, and culture--and its profound... -
Nike's Consumer Direct Offense Strategy: A Hit Or A Miss?
Management Case Study11.95View Details Set in 2024, this case examines Nike's adoption of the Consumer Direct Offense (CDO) strategy to accelerate the growth and impact of its direct-to-consumer... -
B-Quik In The Fast Lane: Building A Customer Service Brand In Thailand's Automobile Industry
Management Case Study11.95View Details Students will gain practical insights into building a customer-service brand and differentiating it in a fragmented market. They will apply frameworks... -
Asian Paints BHPS: Growing the World's Largest Painting Service
Management Case Study11.95View Details The case focuses on Asian Paints' service business, particularly its Beautiful Homes Painting Service (BHPS). The company ventured into home painting... -
DMart: Quick-Commerce Industry in India
Management Case Study11.95View Details In July 2024, Avenue Supermarts Limited (DMart), a leading Indian retail chain, maintained its stance against entering the ultra-fast delivery market.... -
Battling Hawkers' and Consumers' Resistance to Change: The Course of Digitalisation Never Did Run Smooth (A)
Management Case Study11.95View Details Second-generation hawker Melvin Chew decided to set up the Hawkers United - Dabao 2020 Facebook group on April 7, 2020 after the Singapore government... -
Battling Hawkers' and Consumers' Resistance to Change: The Course of Digitalisation Never Did Run Smooth (B)
Management Case Study5.00View Details Second-generation hawker Melvin Chew decided to set up the Hawkers United - Dabao 2020 Facebook group on April 7, 2020 after the Singapore government... -
Patel Brothers: The Legacy and Challenges of a 50-Year-Old Retail Brand Serving the Indian Diaspora in the US
Management Case Study11.95View Details Set in 2024, the case features Patel Brothers Group (PBG), a US-based Indian grocery retailer and distributor. PBG, a family-run enterprise, comprises... -
Flight Centre: Flying from COVID-19 to Inflation Challenges
Management Case Study11.95View Details Flight Centre Travel Group (FCTG), a leading global travel agency based in Australia, faced unprecedented challenges during the COVID-19 pandemic. Known... -
GO Telecom: Rebooting a Brand through Sales Transformation
Management Case Study11.95View Details The case study outlines the steps taken by GO Telecom to navigate a competitive market, revitalize the brand, and strategically position itself for future... -
La Marzocco: Espresso perfection
Management Case Study11.95View Details In July 2024 Guido Preti, La Marzocco's sustainability manager, was preparing his three-year plan to combine La Marzocco's ESG program with that of its... -
Personalized: Customer Strategy in the Age of AI
Management Book32.00View Details In a world where consumers expect more--instantly and seamlessly--personalization is a strategic imperative. Consumers want personalized experiences,... -
Customer Experience Mapping
Management Case Study8.95View Details This note is specifically focused on customer experience (CX) mapping for work in digital product management. In digital, there's a major focus on the... -
Keeping the Customer Satisfied: The Fall and Rise of Sa Sa (B)
Management Case Study5.00View Details Sa Sa International Holdings Limited, a leading cosmetics retail group in Asia, announced on December 2, 2019 that it would close all 22 stores in Singapore.... -
Keeping the Customer Satisfied: The Fall and Rise of Sa Sa (A)
Management Case Study11.95View Details Sa Sa International Holdings Limited, a leading cosmetics retail group in Asia, announced on December 2, 2019 that it would close all 22 stores in Singapore.... -
39 Bakers: Strategizing for Omnichannel Retail
Management Case Study11.95View Details At the end of March 2023, Gagan Kanwar, the owner of 39 Bakers, a bakery based in Jammu, India, called a meeting with his store managers to discuss expanding... -
Method Advanced Logistics: Should We Change Our SaaS?
Management Case Study11.95View Details In June 2021, the founding partners of Method Advanced Logistics (henceforth Method) met with Maria Bonvehí, their IT director, to discuss some issues... -
Emotional Marketing: Using Social Taboos, Embarrassment and Fear
Management Case Study11.95View Details The use of intense emotions in marketing campaigns is not unusual. This case illustrates the use of negative emotions in advertising in order to decrease...
