Immersion is increasingly defining customer experiences in a variety of industries, yet too often creators of immersive environments rely on spectacle, advanced technology, or scale, which fails to create a lasting impact. The most effective experiences are based on the psychological state of absorption and guide participants through a progression in which they seek answers to six questions: Where am I? Who am I with? What can I do? What is happening? .....more

Several years ago UnitedHealthcare launched a Consumer Resolution Center that combines AI insights with human judgment to proactively identify customers in distress and empower skilled employees to resolve their problems quickly. Working across functions and without excessive bureaucracy, CRC teams have since turned service recovery into a source of learning that has enabled the company to rewire processes, policies, and benefits at scale. The story .....more

This supplement to the Emory Healthcare (A) case details organizational developments from July 2023 through October 2024. It explores leadership transitions, expanded recruitment efforts, compensation strategy shifts, and technology investments aimed at addressing persistent nursing workforce challenges.

The Chinese University of Hong Kong Medical Centre (CUHKMC) was unique in many ways. It was a private hospital, but followed a non-profit business model; it was owned by a local university, The Chinese University of Hong Kong, and so had the distinction of being a teaching and research hospital. While there were many aspects to CUHKMC, it was established, in part, to serve as a bridge between the private and public healthcare sectors and to contribute .....more

In late 2023, CEO Bruce Broussard reviewed health insurer Humana''s transformation into a value-based care ecosystem. Under its CenterWell brand, the several millions of members in Humana Medicare Advantage plans now had access to Humana-provided primary care, home care, behavioral health, and mail order pharmacy services. Innovative partnerships with private equity firms had helped finance the acquisition and operations of key CenterWell .....more

On July 19, 2024, CrowdStrike, a major endpoint detection and response (EDR) software provider, released a 40 KB configuration update for its Falcon Sensor program on Windows systems worldwide. This update contained a critical flaw that caused an out-of-bounds memory read error, resulting in system crashes across approximately 8.5 million Windows machines globally. The incident affected over 500 Fortune 1,000 companies and nearly 300 Fortune 500 firms, .....more

Students will gain practical insights into building a customer-service brand and differentiating it in a fragmented market. They will apply frameworks like RATER to assess service quality, understand the role of leadership and impact of employee management and customer orientation, and evaluate strategic trade-offs in positioning for the core consumer segment. Additionally, they will explore B-Quik''s growth strategies, distinguishing between .....more

Rick Steves developed a deep love for travel when he was a teenager and soon realized that he could fashion a career out of teaching others how to plan smart itineraries while sticking to a budget. He talks here about adapting to new technologies, offsetting the negative environmental impact of frequent travel, and more.

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more