How AI gives Taobao’s one billion customers the personal touch

How incumbents can win in the disruption battle 

April 1, 2022 • by Thomas W. Malnight, Ivy Buche in Customer • 10 min read

Established firms can bridge the advantages of market power, long-standing customer relations and industry insights to triumph over rivals....

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The key to putting customers at the center of your business

December 1, 2021 in Customer • 2 min read

Companies that put customers at the center of their strategic focus perform better, but doing this requires more effort than many realize....

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Opting out of Black Friday and Cyber Monday: Why businesses are fighting consumerism

November 29, 2021 • by Julia Binder in Customer • 4 min read

Do consumer incentives have negative consequences on people and planet? Julia Binder, Professor of Sustainable Innovation and Business Transformation at IMD, explores the risks....

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How to thrive in the time of turmoil: from soaring costs to supply chain bottlenecks and labor shortages

October 26, 2021 in Customer • 6 min read

Executives can break the gloom and fortify their business against disruption by adopting these risk strategies....

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Nestlé CEO sees shift in customer priorities towards sustainability

July 6, 2021 in Customer • 6 min read

Mark Schneider cites data suggesting that effects of climate change and biodiversity loss have shot to the top of the agenda....

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Beyond Bezos: Amazon’s prime movers face a tricky transition

July 5, 2021 in Customer • 7 min read

Jeff Bezos will find the move from CEO to Chairman of the Board far from easy. Didier Cossin and Michael Watkins offer advice on avoiding the pitfalls...

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How do you escape the inside-out belief systems common across companies?

July 3, 2021 in Customer • 3 min read

Customer-led strategies are proven to foster innovation, but how do you form one and sustain it? The first step is to eliminate inside-out thinking....

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What lights a fire within your company?

June 30, 2021 in Customer • 2 min read

Do you know how to light the fire within your employees that drives them to seek change and innovation?...

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Seven trends that will affect the future of marketing 

March 10, 2021 in Customer • 5 min read

From the opportunities presented by digital marketing to the hazards of failing to grasp that brand transparency is now a crucial marketing asset, here are seven trends that are increasingly impacting your...

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