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Signature Experience: An Augmented Customer Journey
Since 2018, in collaboration with JAKALA and other partners, SDA Bocconi has been researching the topic of customer experience, analyzing over the years the context in which it takes shape.[1] The "signature experience," a definition first introduced by our research, is the unique and personalized approach that every company should take to design all customer touch points (human, physical and digital). ...
The Rising Adoption of GRI Standards. Enhancing Sustainability Across the Value Chain
The increasingly central concept of sustainability at the corporate level reflects a growing trend, as companies move toward adopting more informed, ethical business practices, as they integrate environmental, social and governance (ESG) criteria into corporate strategies and operations. Such an approach not only aims to ensure long-term profitability and success, but also contributes to achieving ...
Artificial Intelligence and the Administrative Side of Public Healthcare
There is no doubt that technological innovation in the digital domain is accelerating, and that applications of artificial intelligence (AI) could have a profound impact on society. The future holds the prospect of a different way of life from the one we know today, with potential changes in the way we are citizens (e.g., how we engage in political life or use public services), consumers (digital ...
Sustainability and Business Performance. Building Resilience with GRI Practices
Despite the growing attention of policymakers, companies, and society focused on the issues of resilience and sustainability, research on the synergies between these two concepts is still limited (Negri et al., 2021). Some studies suggest that sustainability can enhance corporate resilience by facilitating adaptation to changing circumstances, thereby reducing the negative impact of disruptions (Maleki ...
Responding to Shock Events. Time To Recovery, Indicators, and Strategic Approaches
CRED (Centre for Research on the Epidemiology of Disasters) is a research unit at the University of Leuven that has been studying international disasters and conflicts for more than 30 years, integrating research and training activities with relief, rehabilitation and development activities. Since 1988, CRED has been monitoring events and disasters by collecting and analyzing information published ...
Building the future with demography
Think future, build future. The strategies of companies, institutions, and corporations are based on approaches that project today onto tomorrow. Among these, one approach remains underutilized: the analysis of change through the lens of demography. Although demographic change may seem slow and almost imperceptible, this very phenomenon is one of the most powerful forces shaping our economic, social, ...
From Research to Practice: Game-Based Learning for Knowledge Transfer
Although the importance of knowledge transfer is widely recognized, effectively integrating this process into organizations is still a central challenge. Organizational learning addresses this issue by fostering the acquisition, interpretation, and application of knowledge to generate meaningful change. This study examines the co-development of a game-based experiential learning mechanism designed ...
Rethinking Risk Assessment: A Systemic Approach to Risk Measurement
The escalating exposure of firms to pervasive uncertainty renders a purely economic-financial interpretation of risk inadequate. In this article, we advance a systemic perspective on corporate risk, framing it as a cross-cutting dimension of managerial action that is intrinsically connected to sustainable value creation. After examining the main categories of risk and the shortcomings of traditional ...
The Impact of Non-Financial Risks: Processes for Strengthening Organizational Resilience
The emergence of increasingly interconnected and weakly historicized non-financial risks is reshaping the principal sources of organizational vulnerability. This article examines the evolution of risk assessment with respect to geopolitical, cyber, reputational, and technological risks, emphasizing the limitations of traditional quantitative models. Through a critical review of the literature and ...
Good Governance, Fewer Problems: The Board’s Role in Risk Prevention
Risk management represents a core component of corporate governance and requires governance mechanisms that are aligned with the firm’s strategic priorities. This article examines the role of the Board of Directors in defining risk capacity, risk appetite, and risk tolerance. To bridge theory and practice, we explore internationalization as a strategic decision that substantially affects a company’s ...