From disruptors and disruptive tech to pandemics, political unrest, and climate change, winning the future depends on adaptation. To survive and thrive, leaders should determine how to maintain a competitive advantage and enable an ability to win in a way that doesn’t just withstand change but embraces it to generate
New research shows that when companies overcommit and/or do not deliver on promised socially responsible initiatives they damage their relationships with their customers. However, a company’s reputation for product quality or innovation may partially mitigate such a negative impact on customer satisfaction. Consumers today face a barrage of green-friendly messaging
The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is
A few years back I jumped on the “machine learning will eliminate the need for radiologists” bandwagon. It wasn’t my smartest prediction. In my failure, however, I’m joined by the biggest experts in deep learning, like Geoffrey Hinton, who in 2016 proclaimed it was “just completely obvious [that] within five
Growth strategies that are purpose-led, customer-centric, experience-driven, data/AI-enabled, and technology-scaled require new mindsets far more than new toolsets or skillsets. This transformation – of culture, operations, and outcomes – begins with a broader consideration of three levels of customer purpose. First, big-P purpose describes the company’s role in the world.