Customer Experience

Idea in Brief The Problem While we know a lot about what practices stimulate new ideas and creative solutions, most innovation teams struggle to realize their benefits. The Cause People’s…

AI is already helping companies understand their customers better. And many theorize that AI will soon know us better than we know ourselves. In an age where data has become…

In the Star Wars franchise, C-3PO is a protocol droid that serves on the front lines of galactic war, demonstrating advanced knowledge of etiquette across cultures and an ability to…

Anyone who has signed up recently for cell phone service has faced a stern test in trying to figure out the cost of carry-forward minutes versus free calls within a…

Apple launched the iPod in 2001 with the mission of “putting 1,000 songs in your pocket.” Fast forward two decades, and L’Oreal is taking a step toward transforming cosmetics by…

The Idea in Brief When your company launches a new product, do you rush to beef up your sales force capacity? If so, consider the dangers of this impulse: most…

Digital ads look way more effective than they are because they’re sold on the number of people who buy after clicking on them. Most of these people are likely to…

Imagine you are a marketing manager about to launch a brand called Noxu, which markets jigsaw puzzles. You just received an email from your CEO, asking you to choose between…

Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one. It…

Corporate executives and consumers have in recent years adopted divergent views of product quality. Several recent surveys indicate how wide the quality perception gap is: Three out of five chief…