Customer Relationship
From product to customer experience: The new way to launch in pharma
Jan Ascher, Daniel Höglund, Arafat M’lika, Ivan Ostojic, Maxence Vancauwenberghe
How a major pharmaceutical group used personas to redesign its customer experience.
Reigniting Growth
Chris Zook, James Allen
Advice to restart the growth engine when it runs out of steam.
Developing a customer-experience vision
Brooke Boyarsky, Will Enger, Ron Ritter
A thorough case study: transforming customer experience in an American airport.
The Gorilla of Agile Business Innovation
William J. Holstein
Feedback on the experience of Corning Glass concerning the company’s permanent innovation practices.
The Transparent Supply Chain
Steve New
How to make your supply chain as transparent as possible for customers.