Designing Customer-Facing Experiences
Most companies are still learning how to design their digital selves for efficiency. This collection of articles from MIT Sloan Management Review examines how organizations are thinking about designing their processes, systems, and data in ways that discipline their core operations.
Articles included in this collection:
Architect Your Company for Agility
By Jeanne Ross
Why Design Thinking in Business Needs a Rethink
By Martin Kupp, Jamie Anderson, and Jörg Reckhenrich
Do You Have a Conversational Interface?
By Bala Iyer, Andrew Burgert, and Gerald C. Kane
Rethinking the Value of Customers in a Digital Economy
By Michael Schrage
When Customers Become Fans
By Jielin Dong and Yanli Zhang
Which Features Increase Customer Retention?
By Rebecca W. Hamilton, Roland T. Rust, and Chekitan S. Dev
A Data-Driven Approach to Customer Relationships
By Laura Winig