The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because ...

A better way to drive growth and profitability by Scott Magids, Alan Zorfas and Daniel Leemon When companies connect with customers’ emotions, the payoff can be huge. Consider these examples: After a ...

In some ways, Amazon has lagged its big tech peers in AI. It doesn't have a leading large language model, and it seems to have gotten off to a late start in generative AI. However, Amazon does have a ...