In December 2023, the American Institute of Business Experience Design was facing a pivotal decision between two potential strategic paths: establish a MECCDAL academy to train business professionals or launch a MECCDAL accreditation business unit to certify institutions. Making this choice required considering the evolving business education landscape, which was marked by technological and social changes, globalization, and increasing competition .....more

Teaching note for product W41995.

In the phygital realm, the customer experience can be enhanced using the best of the physical and digital worlds. Unfortunately, digital transformation projects are often limited to the incorporation of various digital devices at different stages of the purchase experience. As a result, many companies are failing to seize the opportunities presented by this new hybrid world. While the physical-realm experience stems from sensory interactions between .....more

In order to overcome the challenges introduced by COVID-19 and leverage opportunities, firms need to embark on a born-again journey of self-discovery and healing. This involves accepting the need to engage in a grieving process that shapes a new raison d’etre for the firm after rejecting traditional thinking and redefining business practices. Based on the author’s research and work with clients across numerous industries, this article outlines the .....more