Apr 18, 2024
Episode 232: When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality
Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates,...
Apr 4, 2024
Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth.
Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth....
Mar 21, 2024
Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms?
IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer...
Mar 7, 2024
How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks?
Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys.
Stan...
Feb 22, 2024
How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic?
In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your...