Customer experience

LLMs and agents are reshaping how consumers research and buy. Most companies aren’t ready.

Lessons from Ritz-Carlton and Four Seasons. Provide your feedback on BizChat

And how companies can solve it.

Transparency means showing what matters—clearly, consistently, and with purpose.

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

When people feel they’re treated empathically by a brand, they’re more likely to remain loyal and recommend it to others.

An HBR Executive Live conversation with Michael Fiddelke.

Selling to comfort-seekers, purpose-seekers, and efficiency-seekers.

The most successful brands take small pleasures and elevate them into experiences that feel bigger than the product itself.

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth.

They practice five key behaviors: customer obsession, curiosity, collaboration, a willingness to experiment, and persistence.

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

Use this framework to mitigate the risks.

The HBR Interview with Andy Jassy

Six strategies for getting people to love—and buy from—your AI chatbot.

Prioritizing players and digital infrastructure led viewership to nearly triple.

A guide to the most promising opportunities.

Studies have shown that people dislike attempts to make AI convincingly human. But emphasizing the essential role of humans in AI tools can help reduce resistance to adoption.

The travel expert on his career arc, contributions to nonprofits, and more