Forbes contributors publish independent expert analyses and insights. I write about branding, trends, creativity and disruptive businesses. Pitching ideas is easy. Finding big problems in large ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

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Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...

When I stepped into the role of CEO at BeyondTrust, the pressure to continue accelerating innovation was immense. It’s a common challenge for leaders today, especially in a fast-paced field like ...

After recently suffering a startling loss, Verizon (VZ) is quietly planning to pull a lever that customers have historically despised. Currently, Verizon is battling a fleeing customer problem that ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

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