After nearly a year of customer experience improvisation, here’s what to focus on moving forward.

COVID-19 has forced changes in the way people work — and created a once-in-a-generation opportunity to increase engagement and productivity.

Five principles of service design, adapted for the COVID-19 era.

Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.

Defining a company begins by looking at what it produces and sells, not at what enables it to do so.

Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.

The midsized companies in the U.S. that grow the fastest understand their strong suits and play their hands accordingly.

Customer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.

He understood that everything a company sells — and everything its customers do — should contribute to the experience.

Banking’s greatest technological innovation offers timeless lessons in improving customer experience.

Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.

The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.

An s+b Roundtable: This Mexican cement company redefined itself as a global solutions provider with the critical capabilities to match. See also “The Foundation of CEMEX’s Success — In Pictures.”

Every industry faces its own challenges in 2012’s turbulent, uncertain economic environment. These capabilities systems could pave the way for business growth and development in a dozen key sectors.

At the World Economic Forum’s fall meeting in New Delhi, five experts discussed the challenges and opportunities India faces as its population becomes increasingly youthful.

Celebrating a “must-read” concept, based on data from thousands of companies: Information flow and decision rights are integral parts of the strategic process.