Maria Yang ’91, the William E. Leonhard (1940) Professor in the Department of Mechanical Engineering, has been appointed vice provost for faculty at MIT, a role in which she will oversee programs and strategies to recruit and retain faculty members and support them throughout their careers. Provost Anantha Chandrakasan announced Yang’s appointment, which is effective […]
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Ameriquartz & Americhron Movements designed in-house and assembled in Phoenix, Arizona by the Fine Timepiece Solutions watch manufacturing team, whose efforts to rebuild the American watch industy have been constrained by tariffs. Jaqua Morrow for FTS Kunal Naik, CEO of Fine Timepiece Solutions (FTS) in Arizona, is trying to rebuild an American legacy in an […]
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Keeril Makan has been appointed vice provost for the arts at MIT, effective Feb. 1. In this role, Makan, who is the Michael (1949) and Sonja Koerner Music Composition Professor at MIT, will provide leadership and strategic direction for the arts across the Institute. Provost Anantha Chandrakasan announced Makan’s appointment in an email to the […]
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Heat pumps work best when they’re part of a well-prepared home. Shutterstock Heat pumps are everywhere. Homeowners hear about them from utilities, contractors, neighbors and social media. They are often associated with big promises, such as lower bills, cleaner energy and better comfort. In many cases, those promises are real. But there’s an important question […]
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An exterior view of the U.S. Department of State headquarters in the Foggy Bottom neighborhood in Washington, D.C, on April 15, 2025. The Trump administration will allow 17 Iranians with visas to enter the United States to address a lawsuit challenging the president’s proclamation banning entry by individuals from multiple countries. (Photo by JIM WATSON/AFP […]
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Customers don’t just want honesty. They want certainty. getty Transparency is an overused word. I’m even guilty of using the word—and writing about it. When a company has to explain that they are transparent, while they may be telling customers they are open and honest, there’s another message that may cause the customer to ask, […]
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MIT undergraduate Akorfa Dagadu has been named a Schwarzman Scholar and will join the program’s Class of 2026-27 scholars from 40 countries and 83 universities. This year’s 150 Schwarzman Scholars were selected for their leadership potential from a pool of over 5,800 applicants, the highest number in the Schwarzman Scholarship’s 11-year history. Schwarzman Scholars pursue […]
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Shoes with the image of late Mexican artist Frida Kahlo, are exhibited -alongside other commercial products- at her sister’s house in the neighborhood of Coyoacan, Mexico City, on April 19, 2018. – Mexican justice Thursday ruled in favour of Frida Kahlo’s descendants, banning the sale in the country of a new Frida Barbie doll manufactured […]
Read MoreCan an organization ever be truly meritocratic? That’s a question Emilio J. Castilla, the NTU Professor of Management at the MIT Sloan School of Management, explores in his new book, “The Meritocracy Paradox: Where Talent Management Strategies Go Wrong and How to Fix Them” (Columbia University Press, 2025). Castilla, who is co-director of MIT’s Institute for Work […]
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In February, President Sally Kornbluth announced the appointment of Professor Angela Koehler as faculty director of the MIT Health and Life Sciences Collaborative (MIT HEALS), with professors Iain Cheeseman and Katharina Ribbeck as associate directors. Since then, the leadership team has moved quickly to shape HEALS into an ambitious, community-wide platform for catalyzing research, translation, […]
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White House Deputy Chief of Staff Stephen Miller speaks at the daily press briefing on May 1, 2025. The Trump administration’s national security strategy bears the strong influence of Stephen Miller and assumes America can gain the benefits of immigration without admitting immigrants. (Photo by Andrew Harnik/Getty Images) Getty Images The Trump administration’s National Security […]
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Customer Service and Customer Experience Predictions for 2026 getty Welcome to my annual article featuring customer service and customer experience (CX) trends and predictions. This year is another two-part article divided into two specific categories. Part One features trends and predictions that have little or nothing to do with AI. It may be that technology, […]
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The Psychology Behind Why People Stay, Leave, Or Tune Out At Work getty Leaders spend a lot of time wondering why some employees stay loyal, why others leave quickly, and why so many slip into disengagement long before they walk out the door. People often assume the main reason employees leave is pay or promotion. […]
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The Bugaboo x Artipoppe Limited-Edition Kangaroo Set. Courtesy of Bugaboo Bugaboo and Artipoppe, two of the most influential names in modern parenting, unveil their first collaboration since Bugaboo’s acquisition of the baby wearing brand in 2022. The Bugaboo x Artipoppe Limited-Edition Kangaroo Set combines Bugaboo’s engineering legacy with Artipoppe’s couture-inspired aesthetic to create one of […]
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BEVERLY HILLS, CALIFORNIA – DECEMBER 03: Jennifer Lopez attends The Hollywood Reporter’s annual Women in Entertainment Gala at The Beverly Hills Hotel on December 03, 2025 in Beverly Hills, California. (Photo by Amy Sussman/Getty Images) Getty Images Today, The Hollywood Reporter held their annual gala, presented by Lifetime, at the Beverly Hills Hotel. To kick […]
Read More BEVERLY HILLS, CALIFORNIA – DECEMBER 03: Jennifer Lopez attends The Hollywood Reporter’s annual Women in Entertainment Gala at The Beverly Hills Hotel on December 03, 2025 in Beverly Hills, California. (Photo by Amy Sussman/Getty Images) Getty Images Today, The Hollywood Reporter held their annual gala, presented by Lifetime, at the Beverly Hills Hotel. To kick […]
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Sarah Paulson at the ceremony honoring Sarah Paulson with a Star on The Hollywood Walk Of Fame on December 02, 2025 in Los Angeles, California. (Photo by Michael Buckner/Variety via Getty Images) Variety via Getty Images On December 2nd, lauded actress Sarah Paulson was honored with a star on the Hollywood Walk of Fame in […]
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Jaya at The Setai Jaya at The Setai During the week when galleries take over the city and creative energy spills from convention halls into beachside hotels, dining becomes part of the Art Basel experience. Visitors aren’t just looking for meals; they’re seeking spaces that match the moment — restaurants that feel intentional, visually engaging, […]
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The future of sports is already here thanks to these young all-stars who are winning on and off the field. By Brett Knight, Justin Birnbaum and Sofia Chierchio Amid the artificial intelligence revolution sweeping across countless sectors, Camb.ai cofounder Akshat Prakash is convinced he can harness the technology to transform live sports. His startup, which […]
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11 January 2024, Saxony, Schkeuditz: Sebastian Dietzmann (l-r), Head of Operations at Mytheresa, Michael Kretschmer (CDU), Minister President of Saxony, and Michael Kliger, CEO of Mytheresa, stand in front of a photo wall at the opening of the company’s new logistics center, an online platform for luxury fashion. Covering an area of around 55,000 square […]
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AWS is helping shape a future where AI enhances service, but human connection still leads the way. AFP via Getty Images Will AI replace people? This is a question I’m often asked. In the customer service world, there are many who say AI will replace human-to-human support. It’s been predicted by the world’s most reputable […]
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Consumers are disappearing from the reach of brands as Big Tech’s AI innovations accelerate. Code and Theory The internet is closing. Not apocalyptically, but architecturally. What’s happening now is a race to own the customer, and it looks nothing like the internet we grew up with. Google Gemini 3 launched last week, promising more answers […]
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Atmosphere during the begining of the 2025 myVIP World Tournament of Slots at The Atlantis Paradise Island Bahamas on October 24, 2025 in Nassau, Bahamas. Photo: Casey Flanigan/imageSPACE for playSTUDIOS, INC. Casey Flanigan/imageSPACE for playSTUDIOS INC. “It’s just so refreshing to come across a company that actually gives back and cares about their players,” Stephanie […]
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Travelers wait in line at a Delta Airlines counter at Ronald Reagan National Airport (DCA) in Arlington, Virginia, US Photographer: Ting Shen/Bloomberg © 2024 Bloomberg Finance LP Air travel restrictions and the government shutdown may be over, but the financial damage is still being calculated. The US Travel and Tourism Association estimates the travel economy […]
Read MoreWale at the BET Awards 2025 held at the Peacock Theater on June 09, 2025 in Los Angeles, California. (Photo by Christopher Polk/Billboard via Getty Images) Billboard via Getty Images In an industry that rewards speed and spectacle, Wale’s return demonstrates how slowing down and deepening the art can strengthen both cultural relevance and catalog […]
Read MoreFormer employees and supporters join unionized Starbucks employees as they carry signs in support of a strike, outside of a Starbucks store in Arlington, Virginia, on November 16, 2023. The workers are striking on Red Cup Day, where Starbucks gives out collectible, reusable red cups with every drink purchase to celebrate the holidays, making it […]
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What Seth Godin Says Universities Are Getting Wrong About Marketing Getty Images for Watermark Conference for Women I recently spoke with Seth Godin, the bestselling author of 21 books and a member of the Marketing Hall of Fame, about how universities prepare future marketers. He didn’t hesitate to say that higher education has lost touch […]
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LOS ANGELES, CALIFORNIA – DECEMBER 14: Etienne Maurice and Sheryl Lee Ralph attend WalkGood LA’s 2nd Annual FilmGood And Wellness Festival “Acting In Comedy” panel at WalkGood LA on December 14, 2024 in Los Angeles, California. (Photo by Robin L Marshall/Getty Images) Getty Images From November 6-9, WalkGood LA will launch its Third Annual FilmGood […]
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Carol Burnett as Norma Dellacorte in season two of “Palm Royale” Apple TV At 92 years young, Carol Burnett continues to make waves within her life-long career. Following the first season of Palm Royale, which revolves around high society socialite women in 1969 Palm Beach, Florida, Burnett received an Emmy award for Outstanding Supporting Actress. […]
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MasterCard is one of the most recognizable brands on the planet. getty If you look up the definition of customer experience in the dictionary, you might find a picture of Lance Gruner, whose leadership, customer service and CX training come from his stints at some of the most recognizable brands on the planet, including Disney, […]
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Could a judge’s decision save millions of Americans from food insecurity? As the US government shutdown continues into November, roughly 42 million Americans —about one in every 10 —are set to lose access to food stamps. The Supplemental Nutrition Assistance Program (SNAP), commonly known as food stamps, has run out of funds. The USDA, which […]
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