Remove 20 years, and this headline would not feel like anything approaching visionary. As we approached the dawn of the new millennium it would have already felt dull and boring. I’m sure those who are old enough to remember that period would agree. IBM coined the term during the second half of the nineties. And yes, the term has aged
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by Paul Leinwand Mahadeva Matt Mani If your organization is busier than ever “digitizing,” you’re not alone. Digital efforts have been proliferating for years as companies strive to catch up with technological innovation. Covid-19 massively accelerated the pace, as many of our most basic activities, from grocery shopping to “going to work” moved online. However, this accelerated wave of digital
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Klaus Wertenbroch, INSEAD Professor of Marketing, Pavel Kireyev, INSEAD Assistant Professor of Marketing, and Geoff Tomaino, INSEAD PhD Student | November 3, 2020 From a customer perspective, the only thing more frustrating than being denied a product or service is when that denial comes without a satisfactory explanation. As humans, our ability to deal with disappointment depends upon understanding why it happened. Without an
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