Customer Experience

You can reframe client grievances as an opportunity instead of a burden. At one Swiss hospital, complaints have become a pipeline for improvements to the customer experience.

Research into new in-store amenities, digital shopping formats, and partnerships reveals their unexpected costs and benefits.

Century Real Estate’s Vikas Nair explains how the Bengaluru property brand is using AI-driven personalization, data, and immersive storytelling to build trust with a new generation of homebuyers.

The shift from broad campaigns to individual journeys is redefining consumer engagement in India’s digital economy.

AI buzz gave way to hard discussions on scale and execution at the Delhi edition of the Strategy Shift Forum, hosted by MIT Sloan Management Review India and Salesforce.