July 13, 2020
COVID-19 means insurers should pick up the pace on improving experiences
In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.
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July 10, 2020Three tips for reinventing your employee experience
Applying design thinking principles will enable a quick bottom-up reform, with changes driven by a deep understanding of your people.
s+b BlogsJuly 10, 2020Redefining employee experience: How to create a “new normal”
As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.
s+b BlogsJune 29, 2020What COVID-19 is revealing about your customers and employees
Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.
s+b BlogsJune 24, 2020Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
s+b BlogsJune 19, 2020Technology for a no-touch world
COVID-19 has revealed ways in which existing technologies might be applied to help us avoid germs and contain future outbreaks of disease.
s+b BlogsJune 18, 2020Embracing the impersonal approach to customer service
Businesses should consider the pros and cons of adopting digital customer service systems.
June 4, 2020Six tips for optimizing your B2B relationships in the time of COVID-19
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.
June 4, 2020Redefining B2B experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
s+b BlogsJune 1, 2020For retailers, trust is key to accelerating out of COVID-19
Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
s+b BlogsMay 19, 2020Companies will have to get creative to advance sustainability amid crisis
As COVID-19 plunges the world into recession, consumers will be more sensitive to price.
s+b BlogsMay 7, 2020How COVID-19 is reversing economies of scale
Technology was already pushing mass markets and production to become more personalized and distributed, and the novel coronavirus is accelerating the shift.
s+b BlogsApril 20, 2020Redefining customer experience: Connecting in the time of COVID-19
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.
April 20, 2020Six tips for making the digital customer experience more human in the time of COVID-19
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
s+b BlogsMarch 9, 2020The long nose of augmented reality
The AR market is predicted to top more than US$1 trillion by 2030. So where’s the killer app that will win over consumers?
s+b BlogsMarch 5, 2020It’s time to stop calling every firm that uses technology a tech company
Defining a company begins by looking at what it produces and sells, not at what enables it to do so.
February 12, 2020Seeking the future’s supply chain
Li & Fung CEO Spencer Fung has explicitly championed a digital transformation of one of the world’s most influential supply chain solutions platforms.
s+b BlogsFebruary 12, 2020The B2B platform revolution
The right strategy will allow businesses to take advantage of the value that e-commerce platform providers can offer.
January 27, 2020ROX3: Boosting returns on leadership, customer, and employee experience
You can transform your company by strengthening the links among all three types of activity.
s+b BlogsJanuary 23, 2020The three Ts of handling consumer data
Customers give personal information to companies that are careful about trust, transparency, and the type of data they request.
January 15, 2020Using technology to rewire a food business
Roberto Martínez, CEO of PepsiCo Foods Mexico, is capitalizing on digital tools to better understand the needs of new consumers. And he’s not forgetting about the power of empathy.
s+b BlogsJanuary 6, 2020Before Murphy Brown and Liz Lemon, there was Emma McChesney
The lasting relevance of a fictional early-20th-century career woman.
s+b BlogsDecember 20, 2019The newest shopping trend isn’t new at all
The rental and resale markets are booming for products as diverse as fashion and camping gear — and it's creating an opening for brands to reinvent their business model.
November 15, 2019How to build a great experience
A new book by two professors provides a tool kit for designers of customer, user, and employee experiences.
November 11, 2019Niche work if you can get it
Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.
s+b BlogsNovember 7, 2019A new business model for digitally adept companies
Management writer Ram Charan explains the benefits of managing by cash earnings per share.
November 1, 2019Creating an agile mind-set at PepsiCo
The company’s Central and South America unit transformed itself after implementing a more nimble approach that stoked innovation and increased employees’ free time.
October 28, 2019Using culture to offer more customer-centric healthcare
What it means for healthcare companies to serve patients effectively is changing. Here’s how understanding and transforming your culture can help you get there.
s+b BlogsOctober 23, 2019How subsidiaries can emerge as “centers of excellence”
A case study shows how a small business arm can deliver real value and innovation to a multinational.
October 21, 2019India’s new unicorns
The world’s largest democracy is becoming a seedbed for billion-dollar startups.
October 16, 2019A sustainable approach to the beauty business
João Paulo Ferreira, CEO of Natura, Brazil’s largest cosmetics company, uses the secrets of the Amazon to fuel an ambitious, environmentally responsible expansion agenda.
September 17, 2019How to stand out in a crowded marketplace
To differentiate your brand, let a customer focus guide your strategy and operations.
September 13, 2019Difficult, uncomfortable, and courageous conversations
At the 2019 meeting of CEO Action, chief executives talk about the challenge of fostering diversity and inclusion in their companies and industries.
s+b BlogsAugust 30, 2019Why cool technology sometimes flops
Certain inventions show us that it doesn’t matter how amazing an innovation is if no one needs it.
August 29, 2019Transforming TV by going back to the future
For virtually its entire existence, the vast global television industry has survived and thrived amid a series of transformations. Here’s how it can surf the next wave.
s+b BlogsAugust 23, 2019Electronic word-of-mouth can make or break a product launch
It’s the sentiment, not the volume, of posts that matters.
August 14, 2019Forging partnerships to create a tipping point in sustainability
Paul Polman, former chief executive of Unilever, explains why partnerships among government, civil society, and business are urgently needed.
August 14, 2019The Greatest Showman on Earth
Robert Wilson’s biography of P.T. Barnum seeks to balance the humbug and hucksterism with business success and good works.
July 23, 2019The dawn of the Chinese blockbuster
Filmmakers with local heroes and digital technologies are disrupting Hollywood’s global advantage.
s+b BlogsJuly 19, 2019It’s time for CMOs to rally a cross-functional approach to customer experience
Businesses have realized the importance of building an outside-in culture. Now chief marketing officers have an opportunity to lead by engaging their C-suite colleagues in the change.
s+b BlogsJuly 15, 2019How to discover your organization’s story
Asking questions about what leaders and colleagues value can unearth authentic narratives.
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