Customer Satisfaction

Winning CXOs shape experiences that boost business outcomes by debunking myths about customer desires with real data.

On the Me, Myself, and AI podcast, Stitch Fix’s Jeff Cooper explains how generative AI enables employees to gain more efficiencies while still connecting with customers.

Research shows that product returns decrease when online shoppers receive orders in a single, consolidated delivery.

Strategy experts weigh in on the macroeconomics of using AI technology to match people to presents.

Managers’ intuition about how customers will feel about decisions made by algorithms rather than humans is often wrong.

A transportation and logistics company CEO discusses using AI to deliver biologics and vaccines safely and efficiently.

Home Depot’s Huiming Qu discusses how the home improvement retailer leverages AI to improve the customer experience.

In B2B, pandemic-driven cost initiatives should be guided by an intense focus on customer value.

Winning back the gig economy, competing with revenue models, and managing teams in uncertain times.

Three kinds of revenue models make companies increasingly accountable for customer outcomes.

When we can’t talk face to face, businesses must figure out how to cultivate consumer trust.

A new species of disrupter has great products but offers even better experiences.

Major makeovers should benefit — and be noticed by — those who buy a company’s products and services.

Giving customers what they want quickly is a worthy goal. Businesses can’t always afford to do it.

When employees represent the views of customers, management needs to have their backs.

A star’s absence, even if it’s just a night off, can mean big financial losses for NBA teams.

To facilitate speed, companies must design themselves to minimize obstacles to getting work done.

Fuse pairs engineers and scientists with providers and patients to improve health care.

Product features designed to attract new customers differ from features that retain customers.

For the IoT revolution to progress, data collection and data quality both must be greatly improved.