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

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

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

Facilitating voting supports customers and employees, both of whom increasingly expect businesses to make the world a better place.

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

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

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

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

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

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.

Corporate charity campaigns and donations are popular marketing tools. But do they pay off?

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?

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

Customers give personal information to companies that are careful about trust, transparency, and the type of data they request.

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.

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

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.

Gathering different sorts of data can yield surprising insights and drive more effective decision making.

The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.

Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.

Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.

The gap between the world’s poorest consumers and others is diminishing. For more insight, read “The New Fortune at the Bottom of the Pyramid.”

Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.