Thomas A. Stewart

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.