Can chief financial officers help companies make the most of their investments in digital advertising?

Equipping employees with wearable or implantable AI devices may improve efficiency, but firms must weigh ethical concerns and prepare customers for the new experience.

CEO Andy Mooney riffs on the boom in guitar sales during COVID-19 and rethinking business models for the post-pandemic world.

COVID-19 has highlighted the importance of keeping patients, families, and caregivers informed and connected, and of valuing them as co-creators in building the future of healthcare delivery.

Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.

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

COVID-19 has ushered in an era in sports watching that will be more interactive and creative in blending real-life and virtual experiences.

A new mathematical model helps incumbent firms forecast consumer response to novel tech offerings.

The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.

New research offers a taxonomy that can help marketers choose the right partners and deploy them effectively.

Google’s decision to phase out third-party cookies will usher in a new digital economy.

Marketing was already at a defining moment, but COVID-19 has hastened the need for transformation.

Revising strategies will help businesses to emerge stronger from COVID-19.

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

Paying attention to humans

Entertainment and media companies are building business models that are resilient to the enduring changes in consumer behavior ushered in by COVID-19.

As shoppers show how quickly they can adapt to external shocks, retailers will need to radically reconfigure their business models.

COVID-19 is forcing companies to leverage digital experiences rather than rely on traditional face-to-face models of engagement, but the change requires ramping up investments and reimagining operating models.

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

In The Ends Game, professors Marco Bertini and Oded Koenigsberg explain how companies can help their customers meet goals by rewriting the rules of commerce.

Brand manufacturers and retailers will have to work together in response to long-lasting shifts in consumer behavior produced by COVID-19.

As customer relationships become transaction-based and as more players compete for revenue, legacy institutions will have to double down on experience and trust.

COVID-19 has prompted so many changes in people’s needs and preferences that consumer packaged goods companies need to take a fresh look at their offerings.

Companies that prioritize innovation and care in redesigning customer experiences will be best positioned to stay ahead of shifting consumer preferences.

By moving away from disposable packaging, companies can address the global problem of plastic waste.

In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.

As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.

Applying design thinking principles will enable a quick bottom-up reform, with changes driven by a deep understanding of your people.

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

Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.

COVID-19 has revealed ways in which existing technologies might be applied to help us avoid germs and contain future outbreaks of disease.

Businesses should consider the pros and cons of adopting digital customer service systems.

B2B companies can use the COVID-19 crisis as an opportunity to reevalute what clients and stakeholders need, and accelerate products and services that will better serve them.

The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.

Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.

As COVID-19 plunges the world into recession, consumers will be more sensitive to price.

Technology was already pushing mass markets and production to become more personalized and distributed, and the novel coronavirus is accelerating the shift.

As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.

How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.