The Mack Institute’s Spring Conference 2019 examined how companies are using new technologies and a “connected strategy” to improve the customer experience.…Read More
Mack Institute Co-directors Nicolaj Siggelkow and Christian Terwiesch talk about their new book with Knowledge@Wharton.…Read More
What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships – while simultaneously driving dramatic improvements in operational efficiency? Our Spring Conference 2019 will explore how you can reshape the connections with your customers to drive value.
For the fourth year, the Wharton School has partnered with the Office of the Vice Provost for Research to create a unique learning experience for faculty, scientists, and clinicians interested in commercializing their work at Penn and launching a new venture. This program is based on some of the most successful teaching offerings on innovation and entrepreneurship around campus.
Mack Institute Co-directors Nicolaj Siggelkow and Christian Terwiesch offer a path to strengthening long-term buyer loyalty, from customer engagement to cost-effective delivery.…Read More
Read an excerpt of Connected Strategy, the new book that shows how companies can design high-quality customer experiences while improving operational efficiency at the same time.…Read More
For the third year, the Wharton School has partnered with the office of the Vice Provost for Research to create a unique learning experience for faculty, scientists, and clinicians interested in commercializing their work at Penn and launching a new venture. This program is based on some of the most
Secure messaging, or “e-visits,” between patients and providers has sharply increased in recent years, and many hope they will help improve healthcare quality, while increasing provider capacity. Using a panel data set from a large healthcare system in the United States, we find that e-visits trigger about 6% more office visits, with mixed results on phone visits and patient health.…Read More
Mack Institute co-director Christian Terwiesch has co-authored two new studies related to technology and health care. The first, which examined the impact of e-visits on primary care, found some surprisingly negative results about connectivity.…Read More
The Internet of Things, the sharing economy, wearable fitness trackers, remote health care, peer-to-peer payment systems … Executives across industries are buffeted by a broad range of technological developments that enable new business models. The common thread among all these developments is that, rather than having episodic interactions with customers,
The Penn Wharton Commercialization Workshop brought together 33 researchers from across the university to learn how to bring their ideas to market.…Read More
Three of our faculty directors have been honored with 2015 Excellence in Teaching Awards.…Read More
The Mack Institute Fall Conference 2014 examined how rapid advances in technology continuously change the way that organizations innovate.…Read More
One key piece of the Mack Institute’s mission is to enable innovation across the Penn community. To that end, on November 7th the institute hosted the first of its Innovation Clinics, a workshop series aimed at the intersection of medicine, engineering, and business.…Read More
Wharton faculty discuss the term “disruptive innovation,” assessing its intended use and where that use has gone astray due to misapplications of the concept. …Read More
A groundbreaking study that assesses the potential impact of Massively Open Online Courses (MOOCs) on MBA programs.…Read More
Co-director Christian Terwiesch and his colleagues make the case that when it comes to innovation in healthcare, importing solutions from other industries should take a backseat to “insourcing,” seeking insight from clinicians within the healthcare system itself.…Read More
Across industries both old and new, “innovation” is emerging as something of a buzzword. A recent Philips white paper, “From Insight to Impact: Realizing the Potential of Innovation,” seeks to redefine it as more than just a tool for gaining competitive advantage. Emphasizing the idea of “high impact innovation”—an advance…Read More
Customers often face frustrating service experiences, from long lines to grumpy employees. However, what do these frustrations look like from the lens of service providers? Hosted by Mack Institute Co-Director and Professor of Operations and Information Management Christian Terwiesch and Professor of Operations and Information Management Marshall Fisher, the show…Read More
We recently announced our 2013 research awards, which included funding for a project by core team member Christian Terwiesch to explore the impact of e-visits on patient health and physicians’ work load. To hear about his work thus far, take a look at this Wharton Biz Talks video where Professor Terwiesch…Read More
