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Designing Customer-Facing Experiences

November 19, 2018 | MIT Sloan Management Review | Marketing

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

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