Customer Experience

Prepare Your Retail Strategy for Constant Change

Barbara Kahn’s bestselling book has been updated for the COVID world. Here’s what you need…

How to Shape Online Conversations

MIT Media Analytics Scientist Deb Roy helps organizations avoid the worst effects of social media…

New Vaccines, New Administration: Why We Need a Collective Effort

As vaccine programs roll out, five global thought leaders offer realistic perspectives on what lies…

Maximize Profits by Increasing Wages

MIT strategist Zeynep Ton shows you how to gain a competitive edge while simultaneously satisfying…

New to Webinar Hosting? Impact Audiences with These 7 Tips

Social distancing is an opportunity to perfect your webinar skills. Keep your audience engaged with…

Why ATMs Are About to Get More Secure

Credit card fraud cost the U.S. retail industry $32 billion in 2014. One of the…

Make Sure Your Seasonal Employees Are a Holiday Bright Spot

The holiday rush is no reason to stop innovating. Thomas A. Stewart and Patricia O’Connell…

Using Service Design to Delight Your Customers

Are your services as carefully designed as your physical widgets? Does your service bridge the…

What Great Service Leaders Know and Do

It’s a service-driven world. The vast majority of the global workforce provides services. We rely…

Why Innovation Thrives in the Middle Market

Small businesses signify the American Dream, and start-ups are the movers and shakers, embodying entrepreneurial…