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What Should Your Company’s AI Sound Like to Customers?
Generative AI Digital ArticleTone can matter just as much as content. - SPONSORED CONTENT FROM ATLASSIAN
Keeping Customer Service Human-Centered in an AI World
Technology and analytics ResearchBriefing Paper Sponsored By Atlassian -
When Tipping Becomes a Customer Experience Problem
Compensation and benefits Digital ArticleAnd how companies can solve it. -
5 Psychology-Backed Principles for More Effective Personalization
Consumer behavior Digital ArticleManaged sensitively and securely, “confessional commerce” can create a deeper, more valuable experience for users. -
Customers Expect Empathy. Here’s How to Deliver It.
Psychology Digital ArticleWhen people feel they’re treated empathically by a brand, they’re more likely to remain loyal and recommend it to others. -
Building a Customer-Centric Organization
Customer experience PlaybookThe HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. -
When Omnichannel Retailers Don’t Deliver What Customers Ordered
Customer service Digital ArticleUnfulfilled orders lead to long-lasting consequences, from frustrated shoppers to lower future revenue. -
“Speed Is a Leadership Decision”
Leadership Magazine ArticleThe HBR Interview with Andy Jassy -
Fixing Chatbots Requires Psychology, Not Technology
Customer service Digital ArticleSix strategies for getting people to love—and buy from—your AI chatbot. -
How Gen AI Is Transforming Market Research
AI and machine learning Magazine ArticleA guide to the most promising opportunities. - SPONSORED CONTENT FROM Microsoft
Perception and Reality: Moving Beyond AI Anxiety to AI Action in the Contact Center
Customer experience ResearchPulse Survey Sponsored By Microsoft - SPONSORED CONTENT FROM Microsoft
Generative AI Success in the Contact Center Starts with Knowledge Management
Generative AI ResearchBriefing Paper Sponsored By Microsoft -
When Gig Work Meets Extreme Weather
Workplace health and safety Digital ArticleAs global warming intensifies, it puts operational efficiency in tension with worker well-being. -
Case Study: Should We Deploy a Gen AI Salesbot?
Generative AI Magazine ArticleA CEO who wants to get an edge with technology faces pushback from a key customer and some of her team. -
A Better Way to Link Sales and Marketing
Sales and marketing Magazine ArticleCompanies are inhibited by siloed customer data. Digital customer hubs can help. - SPONSORED CONTENT FROM Nice
Improving Customer Service with Artificial Intelligence
Generative AI ResearchPulse Survey Sponsored By Nice - SPONSOR CONTENT FROM INTERCOM
Video Quick Take: Intercom’s Brian Donahue on How AI Customer Service Agents Are Delivering Massive Value
Customer experience Sponsor ContentSponsor content from Intercom. -
How Companies Can Use AI to Better Serve Deaf and Hard-of-Hearing Customers
Diversity and inclusion Digital ArticleBrands racing to embrace customer service chatbots risk neglecting disabled communities. -
A New Approach to Knowledge-Sharing Within Organizations
Information management Digital Article“Evolvable scripts” are brief instruction sets that are easy to understand and remember, and allow room for employees to adapt to specific and changing needs. -
How to Structure Customer Service Calls to Boost Satisfaction and Sales
Customer service Digital ArticleResearchers found that service agents yield better results when they use warm language to start and end conversations, focusing on problem-solving in the middle.
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Headphone Zone: Building A Premium Online Retail Brand In India Through Relationship Marketing
Brand management Case Study11.95View Details Set in 2025, this case traces how Headphone Zone, an India-based start-up, evolved into a leading online destination for premium headphones, earphones,... -
Has Nike lost its stride?
Analytics and data science Case Study11.95View Details Set in 2024, the case describes the trajectory of Nike's success and how it had recently lost its way. The company was experiencing its worst slump in... -
Battling Hawkers' and Consumers' Resistance to Change: The Course of Digitalisation Never Did Run Smooth (B)
Change management Case Study5.00View Details Second-generation hawker Melvin Chew decided to set up the Hawkers United - Dabao 2020 Facebook group on April 7, 2020 after the Singapore government... -
Battling Hawkers' and Consumers' Resistance to Change: The Course of Digitalisation Never Did Run Smooth (A)
Change management Case Study11.95View Details Second-generation hawker Melvin Chew decided to set up the Hawkers United - Dabao 2020 Facebook group on April 7, 2020 after the Singapore government... -
Patel Brothers: The Legacy and Challenges of a 50-Year-Old Retail Brand Serving the Indian Diaspora in the US
Customer experience Case Study11.95View Details Set in 2024, the case features Patel Brothers Group (PBG), a US-based Indian grocery retailer and distributor. PBG, a family-run enterprise, comprises... -
La Marzocco: Espresso perfection
Corporate governance Case Study11.95View Details In July 2024 Guido Preti, La Marzocco's sustainability manager, was preparing his three-year plan to combine La Marzocco's ESG program with that of its... -
Talent Retention Challenge of Contact Centres: The Case of HSBCnet Helpdesk
Business management Case Study5.00View Details The learning objectives of this case are: 1. To understand the importance and challenges of delivering efficient, high-quality customer services in helpdesks.... -
Customer Service Quality Improvement Challenges for the HSBCnet Helpdesk
Business management Case Study11.95View Details The helpdesk function is essential to any organisation, as it delivers customer support, provides valuable insights, enhances internal efficiency, and... -
Method Advanced Logistics: Should We Change Our SaaS?
Competitive strategy Case Study11.95View Details In June 2021, the founding partners of Method Advanced Logistics (henceforth Method) met with Maria Bonvehí, their IT director, to discuss some issues... -
Southwest Airlines: Navigating Winter Turbulence
Crisis management Case Study11.95View Details The December 2022 holiday season was anticipated to mark the first "post-COVID" holiday. However, an unusually severe storm hit at the end of December,... -
Cathay Pacific's Customer-Centric Design Thinking Journey, From Business Transformation to Digital Innovation
Customer service Case Study11.95View Details Cathay Pacific employed design thinking as a tool to innovate and enhance the customer experience after a few pioneers introduced the concept to the airline.... -
Nova Post: Expanding Horizons Amid War in Ukraine
Crisis management Case Study11.95View Details This case examines Nova Post's strategic response to the challenges posed by the Russian full-scale military invasion into Ukraine in 2022, focusing on... -
Netflix (C): The race to videostreaming (Cartoon case)
Customer service Case Study5.00View Details This case is part of a series on Netflix. Case (A) discusses the company's growth until July 2011. Case (B) tells the story of Netflix's sharp share price... -
Enterprise Rent-A-Car in the US
Business management Case Study11.95View Details Little more than a year had passed since Chrissy Taylor, granddaughter of the company's founder and daughter of its longest-serving CEO, had been promoted,... -
ZEISS Vision Care China: Driving Growth through Services
Change management Case Study11.95View Details This case study describes how ZEISS Vision Care China, a subsidiary of the Germany-based ZEISS Group, was transforming itself into a service-oriented... -
Air India: The Image Damage of "Pee-Gate"
Brand management Case Study11.95View Details This case describes unruly passenger behaviour on National Aviation Company of India Ltd.'s New York-Delhi flight. It elaborates on the airline crew's... -
Netflix (E): Capture value (Cartoon case)
Customer service Case Study5.00View Details This case is part of a series on Netflix. Case (A) discusses the company's growth until July 2011. Case (B) tells the story of Netflix's sharp share price... -
Netflix (A): Business model innovation (Cartoon case)
Customer service Case Study11.95View Details This graphic case describes how in 1997 Reed Hastings started up an innovative DVD rental service that gained over 4 million subscribers by 2007. Netflix... -
Haidilao: Creating and Sustaining an Emotional Culture for High Performance
Customer service Case Study11.95View Details The case charts the success of Chinese hot pot restaurant chain, Haidilao, from humble beginnings to international expansion, with a focus on how an emotion-based... -
Naturkreis: Navigating Uncertainty in the CBD Market
Customer service Case Study11.95View Details Naturkreis is a German retail store selling alternative natural products, in particular Cannabinol (CBD). CBD remains highly stigmatized in Germany. Many...
