Articles

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Big data analysis can help geographically distributed companies monitor customer satisfaction.

State Street navigates the rough waters of using social media in international finance.

Several organizing principles can help companies sustain both profitability and a sense of purpose.

It's surprisingly common for companies to make mistakes in their layoff decisions — and the mistakes can be expensive.

As daily life goes digital, Hearsay Social develops a social media platform to generate sales leads.

GE's marketing division uses data to continuously improve performance — and democratize analytics.

Renault's Chief Digital Officer builds a Digital Factory of an unusual sort.

DBS Bank is remaking itself from a transaction company to an information company using emerging technologies.

A new framework helps identify the best strategy for a particular product or service.