Customer-centricity

An HBR Executive Live conversation with Lyft CEO David Risher.

New research finds that it can quietly damage customer loyalty.

Studies conducted with CVS Health found that they can help predict how much people will spend in the future.

New research finds that ad effectiveness depends on more than just how close a consumer is to your store—it matters how close they are to your rival.

To serve your customers, you need to understand where they’re trying to go.

Managed sensitively and securely, “confessional commerce” can create a deeper, more valuable experience for users.

A new study found that generative AI models may return culturally distinct responses based on the human language used to prompt them.

The HBR Executive Playbook on how to move your AI strategy from experimentation to ROI.

An HBR Executive Live conversation with Michael Fiddelke.

Video games have transformed consumer engagement. Here’s how you can use them to connect with your audience.

Unfulfilled orders lead to long-lasting consequences, from frustrated shoppers to lower future revenue.

How the Kazakhstani company built an all-purpose mobile platform with the highest market penetration in the world.

A successful go-to-market strategy requires good communication from the C-suite.

How user-centric product design can enable both.

The process is more accidental than people think.

Make sure your people and your technology work well together.

Process management has long been a go-to method for achieving the improvements in operational performance that stakeholders constantly demand. By applying gen AI to it, companies are realizing gains on a level never seen before.

The highest-grossing tour in music history is a case study in how a legacy act can navigate the modern attention economy.

Lessons for the C-suite