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HBR IdeaCast

How Leaders Can Use AI to Solve Real Business Problems Leadership Summit 2026: Mattel’s CEO on Driving Consumer Engagement and Cultural Impact How Top World Cup, NBA, and NFL Coaches Make Better Decisions Under Pressure Creating Products with Curiosity, Humility, and Play The Right Way to Manage Rule Breakers We All Hate Meetings—Here’s How to Make Them Work Reinventing an Organization to Do More with Less What Leads Companies to Betray Their Own Principles How to Break Free of Negative Thought Spirals The Leadership Skills That Make Transformation Stick New Skills to Navigate Continuous Change Why Your Team Won’t Speak Up (And How to Fix It) What Sets Superteams Apart from the Rest To Gain Customer—and Employee—Loyalty, Go Beyond Good Enough The Case for Designing Work Around Circadian Rhythms Strategy Summit 2026: Who’s Going to Succeed with AI? Building a Sustainability Strategy Around Customers Strategy Summit 2026: Inventive Strategy and the ‘Unbossed’ Organization Learn to Disagree More Effectively Strategy Summit 2026: Why AI Means Radical Change The Shifting Relationship Between Business and the U.S. Government Strategy Summit 2026: Why AI Transformation Needs a Human Touch The Hidden Causes of AI Workslop—and How to Fix Them The New Leadership Structures that Unblock Innovation Assuming the Best About Others is Hard—But Necessary With Rise of Agents, We Are Entering the World of Identic AI The Cognitive Science Behind Sudden Change The Case For Becoming a Project-Based Org Ray Dalio on Economic Trends, Investing, and Making Decisions Amid Uncertainty What You Need to Know About Executive Recruiting
What You Must Deliver to Win Customers Today
2026-02-13 · via HBR IdeaCast
February 13, 2026

What if your customers aren’t looking for better products and services, but for a way for themselves to become better? While the experience economy remains important, Strategic Horizons cofounder B. Joseph Pine II argues that it’s not enough to acquire and retain customers in today’s competitive environment. He sees the next wave in business as one focused on offering outcomes to customers – and that might even mean only getting paid when customers succeed. He shares how this model might actually reduce risk, what it means in a world of AI and mass personalization, and ways that companies can truly deliver on their promises. Pine is author of the book The Transformation Economy: Guiding Customers to Achieve Their Aspirations.