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Building a Customer-Centric Organization

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth.  by Rachel DuRose September 25, 2025 Customer-centric organizations follow a simple principle: Prioritizing customer needs and desires leads to growth, innovation, profitability and more. A 2021 McKinsey analysis found that U.S. leaders in customer experience achieved more than […]

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Decode Competing Signals to Act Strategically

Carolyn Geason-Beissel/MIT SMR | Getty Images Summary: Most executives assume that if they plan thoroughly, a strategic path will reveal itself. But that won’t work today. What will is paying attention to two questions: “What forces are shaping this situation?” and “How should we respond?” Specifically, it means considering a situation’s time horizon, from short […]

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The Importance of Trust and Transparency in Retail Media Networks

You search for toothpaste online. While browsing a retailer’s app or checking your email, you see an ad for toothpaste. After that, you return to the site and make the purchase. The retailer now knows what you browsed, what you bought, and which ad you saw before checking out. It connects your initial search, your […]

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Reimagining Marketing Strategy for the AI Era

Related Reading A. Tomaselli and O.A. Acar, “,” MIT Sloan Management Review, Sept. 19, 2024. A. Gvirtz and O.A. Acar, “,” MIT Sloan Management Review, Oct. 26, 2023. Many marketing leaders recognize the opportunity of using generative AI for marketing but struggle with a fundamental question: Where to begin? The challenge isn’t whether to adopt […]

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