DBS (B): Managing through customer journeys

For more than a decade, ESG-linked funds and corporate sustainability strategies have run on the same quiet assumption: spend more on sustainability, and the market will eventually reward you for it. The problem, however, is that this theory is mo...

For years, executives were sold a compelling idea: doing good would also mean doing well. Surveys suggested that consumers were increasingly willing to pay more for products seen (or marketed) as better for the planet. Consultants reinforced the m...

Relentless digital transformation is reshaping firm competitiveness, presenting both challenges and opportunities. This is especially true for multigenerational family firms, where complex intergenerational dynamics intensify the impact of transfo...

Is the traditional firm becoming obsolete? Discover how the Coasean Singularity is dismantling the modern org chart and forcing a radical shift in how we work. In 1931, a 20-year-old commerce student at the London School of Economics received a mo...

Daniela Studer, a highly accomplished executive with a background in engineering and global leadership, now serves as the only woman on the board of Flosser, a niche construction materials company recently acquired by a larger public firm. Despite...

Here’s a story you’re probably familiar with: You buy the reusable coffee cup. It’s beautiful, ethical, made from recycled ocean plastic, and you feel good about your purchase. But then it leaks in your bag, ruins a notebook, and by week two it’s ...

Why is there such a disconnect between customer centricity as a concept and its actual application by firms? Spanning all business model dimensions, our research points to three traps that cause organizations to lose focus on customers over time: ...

The International Basketball Federation (FIBA) had long recognized that the game of basketball was evolving beyond physical participation. That shift became impossible to ignore in 2020, when the Covid-19 pandemic shut down live events and left fa...