In this blog, we discuss cognitive computing and other technologies with a focus on supply chain management and innovation. Other topics of discussion include digital enterprise transformation, marketing, the Internet of Things, and smart cities. Our goal is to advance the public discussion about how cognitive computing and other advanced technologies affect the world in which we live.
Bradd C. Hayes is the active editor of this blog.
Consumers can be a fickle bunch. One bad experience can sour them on a brand for years, if not forever. Trying to satisfy customers during tumultuous times only makes the task that
The late Sam Walton, founder of Walmart, insisted, “There’s only one boss; the customer.” And, in most organizations, pleasing the boss is essential for success. If the customer is the boss, and
In the years prior to the pandemic, physical retail was in trouble and the future appeared bleak. Some pundits expected the pandemic to be the last nail in physical retail’s coffin. The
For millennia, the gold standard of customer experience has been the personal touch. However, when consumers buy more and more products online, providing the personal touch becomes a lot trickier. For most
As the world becomes increasingly dominated by technology, many traditional boundaries have begun to blur. One example is omnichannel retail. Google analysts observe, “The line between online and offline shopping is growing
The pandemic has increased the importance of customer service and customer experience. In a previous article, I wrote, “As we struggle to find a way out of the pandemic, companies can help
“Humans are inherently social,” declares Simon N. Young, Professor Emeritus of Psychiatry at McGill University in Montréal. “Given the importance of social interactions for humans, it is not surprising that most psychiatric
As the old adage goes, “There’s just no pleasing some people.” I’m reminded of the story of a grandmother who was walking along the beach with her grandson. A big wave unexpectedly
A line from the pop hit “Royals,” by New Zealand singer-songwriter Lorde, reads, “We’ll never be royals, it don’t run in our blood.” That’s true for most of us; nevertheless, like Lorde,
The blossoming “experience economy” suffered a major disruption due to the COVID-19 crisis. Amusement parks closed, theaters were shuttered, and travel was curtailed. At the same time, remote work flourished and isolation
