Customers

Focusing on customers and employees leads to the delivery of winning customer experiences.

Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.

Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.

Companies need to think about how they can become a customer destination.

Retailers have new challenges in getting customers to accept different prices on different channels.

Using AI to create humanlike computers is a shortsighted goal.

Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.

Building a sophisticated online user community a begins with a smart approach to seeding it with expert knowledge.

MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.

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

Retailers need to understand how website features and advances in AI affect consumer behavior.

Duke Energy CEO Lynn Good reflects on guiding her company in an industry in transformation.

Though customer service is a key analytics focus, it offers potential for security improvements too.

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

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

A new data tool from South Africa’s Nedbank helps its clients understand their customers better.

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

What’s happening this week at the intersection of management and technology.

Research from MIT’s Initiative on the Digital Economy offers new insights into platform markets and network effects.

Products connected to the Internet of Things are providing unprecedented levels of information.