High-Tech Touchpoints Are Changing Customer Experience

We see three opportunities for business leaders who want to enhance their companies’ CX and drive greater satisfaction. First, focus on frictionless commerce. Second, consider augmented experiences. Finally, emphasize intuitive interactions. | Continue reading


@hbr.org | 23 hours ago

5 Strategies to Empower Employees to Make Decisions

Giving employees autonomy is critical for innovation, performance, and motivation. But while giving your employees more decision-making authority might look straightforward, in practice, it’s hard to pull off. The author refers to the gap between the desire for more empowerment a … | Continue reading


@hbr.org | 23 hours ago

Research: What Happens When Private Equity Firms Buy Hospitals?

The topic of private equity firms acquiring hospitals and health systems in the United States has sparked a fierce debate for years about whether the deals were good or bad for communities they serve. A study of 45 leveraged buyouts produced some surprising findings that should g … | Continue reading


@hbr.org | 23 hours ago

How “Payment Banks” Could Prevent the Next Bank Collapse

At the heart of Silicon Valley Bank’s failure are uninsured depositors — specifically startup companies who held far more than the insured limit of $250,000 and who couldn’t make payroll without access to their accounts. It’s tempting in light of SVB’s failure to assume that the … | Continue reading


@hbr.org | 3 days ago

Silicon Valley Bank’s Focus on Startups Was a Double-Edged Sword

Silicon Valley Bank focused on the startup sector, and that’s part of the story of why it failed. Lack of diversification means more risk. But SVB’s focus has real benefits as well: It allowed the bank to build up a tremendous amount of tacit knowledge about how startups and vent … | Continue reading


@hbr.org | 3 days ago

Using Technology to Create a Better Customer Experience

A compelling CX demands balancing customer empathy with technology to avoid falling into the trap of what we call “engineered insincerity,” or using automation to simulate interest in who you are as a human being. Engineered insincerity shows up from brands in various ways, such … | Continue reading


@hbr.org | 3 days ago

Keeping Your Confidence Up During a Lengthy Job Search

If you’ve lost your job, it can be hard to remember all your career successes and stay positive. But you can’t replace your old job by staring at the computer eight hours a day or praying for a recruiter to call you. The author presents five ways to overcome the cognitive dissona … | Continue reading


@hbr.org | 3 days ago

To Curb Burnout, Design Jobs to Better Match Employees’ Needs

Burnt out employees show that there are urgent problems to be addressed at the heart of any organization. But burnout is a management and organizational issue, not a physical or mental health issue, so promoting self-care won’t usually help employees recover. The chronic job stre … | Continue reading


@hbr.org | 3 days ago

How to Add More Human Connection to Your Teams, Your Culture, and Your Business - SPONSOR CONTENT FROM ENBOARDER

Sponsor content from ENBOARDER | Continue reading


@hbr.org | 4 days ago

What Do Your B2B Customers Really Want?

B2B sellers often think of customers as rational decision-makers who seek to maximize value, reduce costs, and save time. But a study of 2,128 office workers across the United States, the United Kingdom, France, Germany, Spain, and Italy found that B2B customers prefer interactio … | Continue reading


@hbr.org | 4 days ago

Shifting Your Perception After Being Laid Off

Vivek Gulati was one of the 12,000 Google employees laid off in January. It was a shock, but he had been laid off before. With this perspective, Vivek shares his story, how he’s navigating the transition, and suggests ways to take care of yourself first and foremost. In this arti … | Continue reading


@hbr.org | 4 days ago

6 Questions to Ask Yourself When You’re Frustrated with Your Team

Today’s managers are under a lot of pressure. When it’s a constant strain to get work done, it’s easy to have a short fuse. When expectations aren’t met, the brain short-circuits to judgment and reaction. This is exactly the opposite of what your employees need. In healthy workpl … | Continue reading


@hbr.org | 4 days ago

3 Ways Small Businesses Can Use AI to Drive Growth - SPONSOR CONTENT FROM PAYSAFE

Sponsor content from Paysafe. | Continue reading


@hbr.org | 5 days ago

Video Quick Take: Cisco’s Venkat Krishnamurthy on Digital Transformation of Customer Experiences - SPONSOR CONTENT FROM PERSISTENT

Sponsor content from PERSISTENT. | Continue reading


@hbr.org | 5 days ago

The Promise (and Risk) of Boomerang Employees

Today, more than a quarter of all “new” hires are in fact boomerang employees: workers returning to a former employer after a stint somewhere else. This phenomenon can represent a threat to retention efforts, as new hires may be increasingly liable to boomerang back to their prev … | Continue reading


@hbr.org | 5 days ago

B2B Sales Culture Must Change to Make the Most of Digital Tools

Today’s B2B sellers drive greater customer loyalty and business success by addressing customer pain points, creating value in every interaction, and stitching together the unpredictable pathways buyers use to reach a decision. To start, integrating digital technology and salespeo … | Continue reading


@hbr.org | 5 days ago

Has Your Organization Acted on What It’s Learned in the Pandemic?

As the pandemic marks a third anniversary, business leaders around the world are eager to move on. But few companies have systematically institutionalized what they’ve learned from their Covid-19 experience to build resilience. The authors suggest a three-step approach to do so: … | Continue reading


@hbr.org | 5 days ago

The Tools That Help Employees Make the Right Health Care Choices - SPONSOR CONTENT FROM EMBOLD HEALTH

Sponsor content from Embold Health. | Continue reading


@hbr.org | 6 days ago

Why You (and Your Company) Need to Experiment with ChatGPT Now

A conversation with Wharton’s Ethan Mollick on the potential for a great productivity leap. | Continue reading


@hbr.org | 6 days ago

How Network Effects Make AI Smarter

Network effects have dictated the success of technologies from the telephone to shopping platforms like Etsy, and AI tools such as ChatGPT are no exception. What is different, however, is how those network effects work. Data network effects are a new form. Like the more familiar … | Continue reading


@hbr.org | 6 days ago

8 Best Practices for Creating a Compelling Customer Experience

How can a company best create a compelling customer experience? Based on the author’s research involving thousands of companies and analyses of millions of customer data points from the American Customer Satisfaction Index (ACSI), the eight areas that companies need to focus on a … | Continue reading


@hbr.org | 6 days ago

What Employers Can Do to Address High Housing Costs

Housing is already a major part of every company’s HR strategy, simply because wages depend on housing costs. But some companies go beyond wages, attracting workers with rental or mortgage subsidies. And in a few cases they even advocate for more housing to be built in a communit … | Continue reading


@hbr.org | 6 days ago

Can AI and Machine Learning Help Park Rangers Prevent Poaching?

A conservation expert must decide whether or not to implement a complex new technology solution to help park rangers manage their patrols. | Continue reading


@hbr.org | 6 days ago

How an Optimized Reimbursement Program Can Help Drive Growth - SPONSOR CONTENT FROM MOTUS

Sponsor content from Motus. | Continue reading


@hbr.org | 7 days ago

How Will Generative AI Disrupt Video Platforms?

Generative AI — AI that creates content — threatens to disrupt the big players (Netflix, TikTok, and Youtube) in video streaming because it changes the power and economics of video streaming. Content creators are able to create smarter content with its assistance while the potent … | Continue reading


@hbr.org | 7 days ago

Research: How Anti-Asian Racism Has Manifested at Work in the Pandemic

To more fully understand how Covid-19 affected the racial dynamics experienced by Asian professionals in the workplace, in their recent study, the authors interviewed and gathered stories from 35 professionals working in a range of different industries, including finance, health … | Continue reading


@hbr.org | 7 days ago

Sales Teams Need to Stop Focusing on the Customer Funnel

Understanding where customers are, how they navigate streams in your market, and how to interact with them in a given stream is now central to crafting a good customer experience, and that has implications. Among other things, companies need to shift from thinking about a value c … | Continue reading


@hbr.org | 7 days ago

Video Quick Take: Advisor360°’s Jed Maczuba on the Digital Transformation of Wealth Management - SPONSOR CONTENT FROM PERSISTENT

Sponsor content from PERSISTENT. | Continue reading


@hbr.org | 10 days ago

Designing a Climate Advocacy Strategy

Although the business community has made progress toward climate goals since the 2015 Paris Agreement, fewer than one-fifth of net-zero targets set by national and subnational governments and only a third of the largest public corporations with net-zero targets actually meet scie … | Continue reading


@hbr.org | 10 days ago

4 Principles for Improving Customers’ Digital Experience

Companies, despite exploding technological power, are failing to keep up with rising customer standards. Customer service technology should build a customer dialogue and foster deeper relationships, just as the best human customer service representatives do. And then it should go … | Continue reading


@hbr.org | 10 days ago

How Leaders Can Get the Feedback They Need to Grow

When things are uncertain, it can feel comforting to avoid difficult feedback. But creating stability for your team — and success for your organization — depends on your ability to learn what needs to change. Burying your head in the sand is never the safe thing to do. A culture … | Continue reading


@hbr.org | 10 days ago

Lessons on Customer Engagement from Fan Controlled Football

Through blockchain technology that enables direct participation, the Fan Controlled Football league joins the physical sports and digital worlds to create a new, exciting fan experience. In doing so, the decentralized nature of the blockchain ensures that the FCF platform enables … | Continue reading


@hbr.org | 11 days ago

3 Core Principles of Digital Customer Experience

Successful businesses focus on three core principles of their customer experience: They put the digital experience in the business context. They recognize that customers are not created equal. And they make zero-based decisions. Continuous improvement is fine, but it’s important … | Continue reading


@hbr.org | 11 days ago

Research: Where Employees Think Companies’ DEIB Efforts Are Failing

Two new surveys from Gallup, each conducted in the spring of 2022, reveal stark differences in how well employees and HR leaders say their organizations are doing when it comes to diversity, equity, inclusion, and belonging. While 84% of CHROs say their organizations are increasi … | Continue reading


@hbr.org | 11 days ago

Executives Need to Invest in Understanding the Customer Experience

Delivering superior customer experience (CX) is a mandate that now extends well beyond the bounds of customer service, support, sales, or IT departments. It requires a cultural shift that emphasizes pervasive information sharing and intent analysis across the enterprise. Executiv … | Continue reading


@hbr.org | 12 days ago

How to Help Superstar Employees Fulfill Their Potential

To better understand the leadership challenges and development opportunities facing high-potential employees, researchers analyzed more than 3,000 applications to Harvard Business School’s High Potentials Leadership Program over a nearly 20-year period. The high-potentials themse … | Continue reading


@hbr.org | 12 days ago

Where Women’s Leadership Development Programs Fall Short

The demand for and number of women’s leadership development programs has exploded in recent years. These programs offer important opportunities for women to become better equipped for the challenges of senior leadership roles and tackling gender bias and its associated barriers. … | Continue reading


@hbr.org | 12 days ago

IBM’s Ginni Rometty on Skill-Building and Success

A conversation with the former head of IBM about her own career, and how she chose to run the company. | Continue reading


@hbr.org | 13 days ago

Too Many Employees Cash Out Their 401(k)s When Leaving a Job

According to research of over 160,000 U.S. employees from 2014-2016, 41.4% cashed out at least part of their 401(k)s when leaving a job — and 85% of those drained their balance entirely. Why does this occur at this moment in particular, despite evidence that it can damage your ab … | Continue reading


@hbr.org | 13 days ago

3 Rhetorical Techniques to Increase Your Impact

Technological advances in natural language processing, computational linguistics, and machine learning, combined with the digitization of everything from cover letters to conversations, have revolutionized our ability to analyze language, yielding unprecedented insights. Think of … | Continue reading


@hbr.org | 13 days ago

It Takes Versatility to Lead in a Volatile World

Data collected since the first year of the pandemic has shown that versatility is an even stronger component of effective leadership now than it was before. The correlations between versatility and a variety of leadership outcomes — employee engagement, team agility, business uni … | Continue reading


@hbr.org | 13 days ago

When — and How — to Keep a Poker Face at Work

Maintaining a poker face doesn’t necessarily mean suppressing your feelings or being dishonest. It simply means practicing emotion regulation by being aware of your facial expressions and body language and using them strategically. In this piece, the author explains when to put o … | Continue reading


@hbr.org | 14 days ago

Removing Demographic Data Can Make AI Discrimination Worse

A recent study suggests that denying AI decision makers access to sensitive data actually increases the risks of discriminatory outcome. That’s because the AI draws incomplete inferences from the data or partially substitutes by identifying proxies. Providing sensitive data would … | Continue reading


@hbr.org | 14 days ago

Become More Comfortable Making Bold Decisions

Leaps of faith make great scenes in a movie, but in real life they fill us with stress and uncertainty, two emotions that are not comfortable for the human brain. To face down our discomfort, we can take advantage of a revealing data set that we often ignore: our past decisions. … | Continue reading


@hbr.org | 14 days ago

5 Steps to Take Your Company’s Remote Work Ambitions from Policy to Practice - SPONSOR CONTENT FROM DELOITTE GLOBAL TAX

Sponsor content from DELOITTE GLOBAL TAX. | Continue reading


@hbr.org | 15 days ago

An Outcomes-Focused Approach to Mental Health Care

Standardized tools now allow employers or insurers to track the effectiveness of mental health care. This, in turn, is making it possible to create contracts that tie reimbursement to the effectiveness of the treatment. In this article, the authors, who are the cofounders of a pl … | Continue reading


@hbr.org | 17 days ago

5 Ways Leaders Can Support Adoptive Parents

Working parents building their families by adopting a child face many challenges, including financial (adoptions in the U.S. can cost up to $58,000), logistical (the paperwork can feel endless), and emotional. When employees perceive their organization to be supportive of their f … | Continue reading


@hbr.org | 17 days ago

How to Become More Adaptable in Challenging Situations

In unfamiliar, high-stakes situations, we’re hard-wired to default to the mechanisms that we’ve relied on the past. However, new situations often can’t be met with old solutions. This is the adaptability paradox: When we most need to learn, change, and adapt, we are most likely t … | Continue reading


@hbr.org | 17 days ago