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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
Changement climatique 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
Management 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
Management 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. -
How Starbucks Devalued Its Own Brand
Customer experience Digital ArticlePrioritizing goals like efficiency and volume over exceptional customer experiences eroded the company’s strongest selling point. -
Seasonal Businesses Can Stay Profitable in the Off-Season. Here’s How.
Business management Digital ArticleTo find year-round success, forge genuine connections, offer impeccable customer service, and discover hidden opportunities. - SPONSORED CONTENT FROM Lumen
Modernizing Customer Experience in Banking
Customer experience ResearchBriefing Paper Sponsored by Lumen -
GenAI Can Help Companies Do More with Customer Feedback
AI and machine learning Digital Article“Voice of the customer” applications — parsing, interpreting, and responding to customer input — are particularly promising. - SPONSOR CONTENT FROM HSBC
How HSBC Transformed Its Customer Experience
Customer experience Sponsor ContentSponsor content from HSBC. -
Is Your Hospitality Business Ready for a Robot?
Customer service Digital ArticleThree ways to prepare your staff and workplace. -
Creating Customer Service Bots That People Don’t Hate
Customer experience Digital ArticleFour research-backed strategies companies can use to win over consumers. -
The Business Case for Love
Organizational culture Digital ArticleIt’s the most powerful driver of consumer and employee behavior — and yet, businesses don’t study it or have a strategy to harness it. -
How Global Companies Can Create a Consistent Customer Experience
Business management Digital ArticleFive principles to help you deliver the same value to all your customers, regardless of their geography.
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Battling Hawkers' and Consumers' Resistance to Change: The Course of Digitalisation Never Did Run Smooth (A)
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... -
Battling Hawkers' and Consumers' Resistance to Change: The Course of Digitalisation Never Did Run Smooth (B)
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... -
Patel Brothers: The Legacy and Challenges of a 50-Year-Old Retail Brand Serving the Indian Diaspora in the US
Management 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
Management 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... -
Method Advanced Logistics: Should We Change Our SaaS?
Management 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
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
Management 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
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)
Management 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
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
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"
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)
Management 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)
Management 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
Leadership & Managing People 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
Management 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... -
Transparency and Ethics at Everlane
Sales & Marketing Case Study11.95View Details Innovative US apparel retailer Everlane Inc. (Everlane) employed "radical transparency," disclosing detailed information about the costs it incurred and... -
DRIVING A DIGITAL ECOSYSTEM AT BANK OF NEW ZEALAND (BNZ)
Sales & Marketing Case Study11.95View Details The Bank of New Zealand (BNZ)'s market share among Small and Medium Enterprises is declining. The new general manager discovers a pain point among SMEs... -
Margiotta Food & Wine: Customer Service through Service Robots
Sales & Marketing Case Study11.95View Details In 2018, high-end supermarket chain Margiotta Food & Wine (Margiotta) employed a robot named Fabio at one of its flagship stores to deliver in-store customer... -
The Talking Hands: Cost and Expansion Conundrum
Sales & Marketing Case Study11.95View Details The owner and founder of The Talking Hands, a socially responsible restaurant, in Nagpur, India, had launched his company to create job opportunities...
