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about=\u0022\/case\/lemonade\u0022 class=\u0022case-study full clearfix case-details-page-wrapper\u0022\u003E\n  \u003Cdiv class=\u0022container-fluid case-details-block green-january full-width-wrapper\u0022\u003E\n    \u003Ca id=\u0022scrolltop_button\u0022\u003E\u003C\/a\u003E\n\n    \u003Cdiv class=\u0022row\u0022\u003E\n      \u003Cdiv class=\u0022col-lg-12 full-width-inner-wrapper\u0022\u003E\n        \u003Cdiv class=\u0022row\u0022\u003E\n          \u003Cdiv class=\u0022col-lg-12 btn-group\u0022\u003E\n            \u003Ca href=\u0022\/search\u0022 class=\u0022btn padding-5 insead-white green-december-text rounded-2 back-to-search-button\u0022\u003E\n              Back to Search\n            \u003C\/a\u003E\n          \u003C\/div\u003E\n        \u003C\/div\u003E\n\n        \u003Cdiv class=\u0022row\u0022\u003E\n          \u003Cdiv class=\u0022col-lg-12 badges-block\u0022\u003E\n           \u003Cspan class=\u0022green-june-text text-uppercase product-type-badges\u0022\u003ECase Study\u003C\/span\u003E\n                                                              \u003Cimg class=\u0022popular-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/popular@3x.png\u0022 alt=\u0022popular\u0022 title=\u0022Popular case\u0022\u003E\n                                      \u003Cimg class=\u0022award-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/award@3x.png\u0022 alt=\u0022award\u0022 title=\u0022Award winning case\u0022\u003E\n            \n                          \u003Cimg class=\u0022extra-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/extra@3x.png\u0022 alt=\u0022extra\u0022 title=\u0022Case with extra material\u0022\u003E\n            \n          \u003C\/div\u003E\n        \u003C\/div\u003E\n\n        \u003Cdiv class=\u0022row\u0022\u003E\n\n          \u003Cdiv class=\u0022col-lg-6 col-md-6 individual-banner-section\u0022\u003E\n            \u003Ch1 class=\u0022green-august-text individual-page-title\u0022\u003E \u003Cspan class=\u0022field field--name-title field--type-string field--label-hidden\u0022\u003ELemonade: Delighting Insurance Customers with AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence\u003C\/span\u003E\n\u003C\/h1\u003E\n            \u003Cdiv class=\u0022row casestudy-fields-block\u0022\u003E\n\n              \u003Cdiv class=\u0022col-lg-4 col-md-4 col-sm-6 col-xs-6 col-6 casestudy-field\u0022\u003E\n                \u003Cspan class=\u0022green-june-text\u0022\u003EBy \u003C\/span\u003E\n                  \u003Cspan class=\u0022green-october-text\u0022\u003E\n                    \n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/laura-heely\u0022 hreflang=\u0022en\u0022\u003ELaura Heely\u003C\/a\u003E,\u0026nbsp;\u003C\/span\u003E\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca 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\u003C\/div\u003E\n              \u003C\/div\u003E\n              \u003Cdiv class=\u0022btn-group case-document-link\u0022\u003E\n                                                      \u003Ca class=\u0022btn green-february-text btn-square green-august no-permission\u0022 href=\u0022#\u0022 title=\u0022Access is not permitted with your account.\u0022\u003E\n                      Educator Material \u003Ci class=\u0022fa icon-square fa-cloud-download green-march-text\u0022\u003E\u003C\/i\u003E\n                    \u003C\/a\u003E\n                  \n                  \u003C!-- Modal --\u003E\n                  \u003Cdiv class=\u0022modal fade basic-modal\u0022 id=\u0022teachingNotes\u0022 tabindex=\u0022-1\u0022 role=\u0022dialog\u0022 aria-labelledby=\u0022teachingNoteModalLabel\u0022 aria-hidden=\u0022true\u0022\u003E\n                    \u003Cdiv class=\u0022modal-dialog\u0022 role=\u0022document\u0022\u003E\n                      \u003Cdiv class=\u0022modal-content\u0022\u003E\n     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AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence\n                                \u003Ci class=\u0022fa icon-square fa-cloud-download\u0022\u003E\u003C\/i\u003E\n                              \u003C\/a\u003E\n                            \u003C\/div\u003E\n                                                  \u003C\/div\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \u003C\/div\u003E\n                  \u003C!-- Modal end --\u003E\n\n                                \u003C\/div\u003E\n            \n                          \u003C\/div\u003E\n          \u003C\/div\u003E\n          \u003Cdiv class=\u0022col-lg-4 col-md-4 case-links-block individual-banner-section\u0022\u003E\n                          \u003Cdiv class=\u0022case-price green-november-text\u0022\u003E\n                 \u003Cspan 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src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/award@3x.png\u0022 alt=\u0022popular\u0022\u003E\n            \u003Ci class=\u0022fa fa-caret-down\u0022 aria-hidden=\u0022true\u0022\u003E\u003C\/i\u003E\n            \u003Cdiv class=\u0022strip-content\u0022\u003E\n               \u003Cdiv class=\u0022price-awards-collapse\u0022\u003E\u003Ch5 class=\u0022insead-white-text\u0022\u003EPrizes \u0026 Awards\u003C\/h5\u003E\u003C\/div\u003E\n                \u003Cdiv class=\u0022price-awards-content\u0022\u003E\n                                      \u003Cp class=\u0022p-14 green-january-text\u0022\u003E\n                      2025 The Case Centre Best-selling Case in the Category \u0026#039;Marketing\u0026#039;\n                    \u003C\/p\u003E\n                                      \u003Cp class=\u0022p-14 green-january-text\u0022\u003E\n                      Winner of The Case Centre Awards and Competitions 2023 in the Category \u0026#039;Marketing\u0026#039;\n                    \u003C\/p\u003E\n                                  \u003C\/div\u003E\n            \u003C\/div\u003E\n          \u003C\/div\u003E\n        \n        \u003Cdiv class=\u0022individual-main-block\u0022\u003E\n          \u003Cdiv class=\u0022page-content-tab\u0022\u003E\n                          \n              \u003Cul class=\u0022nav nav-tabs gradient-border-left-right\u0022 id=\u0022sortable_tab\u0022 role=\u0022tablist\u0022\u003E\n                \u003Cli class=\u0022active nav-item\u0022\u003E\u003Ca data-bs-target=\u0022#home\u0022 data-bs-toggle=\u0022tab\u0022 href=\u0022#home\u0022 class=\u0022nav-link active\u0022\u003EHome\u003C\/a\u003E\u003C\/li\u003E\n                                  \u003Cli class=\u0022nav-item\u0022\u003E\n                    \u003Ca href=\u0022https:\/\/publishing.insead.edu\/ajax\/microsite\/132446\u0022 class=\u0022use-ajax nav-link\u0022 data-bs-target=\u0022#microsite-132446\u0022 data-bs-toggle=\u0022tabajax\u0022\u003ERelated Case Material\u003C\/a\u003E\n                  \u003C\/li\u003E\n                                  \u003Cli class=\u0022nav-item\u0022\u003E\n                    \u003Ca href=\u0022\/ajax\/microsite\/121601\u0022 class=\u0022nav-link disabled\u0022 rel=\u0022tooltip\u0022 title=\u0022Only users logged in as Educators can access this page.\u0022\u003ERestricted Material for Instructors\u003C\/a\u003E\n                  \u003C\/li\u003E\n                              \u003C\/ul\u003E\n              \u003Cdiv class=\u0022tab-content\u0022 id=\u0022sortable_tab_content\u0022\u003E\n                \u003Cdiv class=\u0022tab-pane fade show active\u0022 id=\u0022home\u0022 role=\u0022tabpanel\u0022 aria-labelledby=\u0022home-tab\u0022\u003E\n                  \u003Cdiv class=\u0022addthis_inline_share_toolbox\u0022\u003E\u003C\/div\u003E\n                                      \u003Cdiv class=\u0022tab-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003ESummary\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cp\u003E\n                          \u003Cp\u003EThis case explores InsurTech start-up Lemonade\u2019s disruptive new business model aimed at creating and delivering a \u2018shockingly great user experience\u2019 around a \u2018lovable brand\u2019 \u2013 in an industry plagued by low customer satisfaction. The digital disruptor leverages principles of behavioural economics to address conflicts of interest and mistrust which prevail in the existing industry. It uses digital technologies to automate, accelerate and manage an impressive amount of work \u2013 with few employees \u2013 thereby reducings customer effort and , increasing customer satisfaction to achieve cost-effective service excellence. The effortless experience is aggressively priced and relies on a flexible subscription-based pricing model. Artificial intelligence (AI), data and machine learning are key in the race to achieving data parity with incumbents. The case culminates in Lemonade\u2019s filing for an initial public offering (IPO) and asks where growth should come from next: incremental improvements, further expansion across the United States, global expansion beyond Germany and the Netherlands, or from new types of property.\u003C\/p\u003E\n\n                        \u003C\/p\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                  \n                                      \u003Cdiv class=\u0022tab-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003ETeaching objectives\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cp\u003E\n                          \u003Cp\u003EThis versatile case allows students to explore how digital disruption is impacting the insurance industry and understand the digital transformation of the customer experience (CX). They deep dive into the key building blocks and performance metrics of Lemonade\u2019s innovative business model, with a special emphasis on AI, data and machine learning. It allows a discussion of how principles of behavioural economics come to life in an insurance setting and beyond, and demonstrates a hands-on approach to the design of the CX and customer-journey mapping in a digital context, such as job-to-be-done analyses, means-end laddering, and service blueprinting.\u003C\/p\u003E\n\n                        \u003C\/p\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                                      \u003Cdiv class=\u0022keyword-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003EKeywords\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cul class=\u0022individual-page-keywords\u0022\u003E\n                                                      \u003Cli\u003E\n                              Digital Disruption\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Digital Transformation\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Insurance Industry\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Digital Customer Experience\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Behavioural Economics\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Service Business Model Innovation\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Customer Effort\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Customer Journey Mapping\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Service Blueprinting\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Service Innovation\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Customer Effort\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Artificial Intelligence\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Machine Learning\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Cost-Effective Service Excellence\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Q32020\n                            \u003C\/li\u003E\n                                                  \u003C\/ul\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                \u003C\/div\u003E\n                                  \u003Cdiv id=\u0022microsite-132446\u0022 class=\u0022tab-pane fade\u0022\u003E\n                    Loading please wait.\n                  \u003C\/div\u003E\n                                  \u003Cdiv id=\u0022microsite-125441\u0022 class=\u0022tab-pane fade\u0022\u003E\n                    Loading please wait.\n                  \u003C\/div\u003E\n                              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class=\u0022case-minmal\u0022\u003E\n          \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text text-uppercase\u0022\u003E\u003C\/span\u003E\u0026nbsp;CASE STUDY\u003C\/p\u003E\n        \u003Cdiv\u003E\n                    \u003Cimg class=\u0022lang-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/language_icons\/Spanish.png\u0022 alt=\u0022extra\u0022 title=\u0022Spanish translation\u0022\u003E\n                                  \u003C\/div\u003E\n  \u003C\/div\u003E\n  \u003Cp class=\u0022font-size-16 recently-viewed__title mb-2 green-october-text\u0022\u003E \u003Ca class=\u0022green-october-text\u0022 href=\u0022\/case\/lemonade-delighting-insurance-customers-ai-and-behavioural-economics-a-disruptive-insurtech-business-model-outstanding-customer-experience-and-cost-effective-service-excellence-spanish?src=related-case\u0022 rel=\u0022bookmark\u0022\u003E\u003Cspan class=\u0022field field--name-title field--type-string field--label-hidden\u0022\u003ELemonade: Delighting Insurance Customers with AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence (Spanish)\u003C\/span\u003E\n\u003C\/a\u003E\n  \u003C\/p\u003E\n\n      \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text\u0022\u003EBy\u003C\/span\u003E\u0026nbsp;\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/wolfgang-ulaga\u0022 hreflang=\u0022en\u0022\u003EWolfgang Ulaga\u003C\/a\u003E,\u0026nbsp;\u003C\/span\u003E\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/ziv-carmon\u0022 hreflang=\u0022en\u0022\u003EZiv Carmon\u003C\/a\u003E,\u0026nbsp;\u003C\/span\u003E\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca 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node--view-mode-teaser-minimal clearfix case-study-teaser-minimal\u0022\u003E\n  \u003Cdiv class=\u0022case-minmal\u0022\u003E\n          \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text text-uppercase\u0022\u003E\u003C\/span\u003E\u0026nbsp;CASE STUDY\u003C\/p\u003E\n        \u003Cdiv\u003E\n                    \u003Cimg class=\u0022lang-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/language_icons\/Russian.png\u0022 alt=\u0022extra\u0022 title=\u0022Russian translation\u0022\u003E\n                                  \u003C\/div\u003E\n  \u003C\/div\u003E\n  \u003Cp class=\u0022font-size-16 recently-viewed__title mb-2 green-october-text\u0022\u003E \u003Ca class=\u0022green-october-text\u0022 href=\u0022\/case\/lemonade-delighting-insurance-customers-ai-and-behavioural-economics-a-disruptive-insurtech-business-model-outstanding-customer-experience-and-cost-effective-service-excellence-russian?src=related-case\u0022 rel=\u0022bookmark\u0022\u003E\u003Cspan class=\u0022field field--name-title field--type-string field--label-hidden\u0022\u003ELemonade: Delighting Insurance Customers with AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence (Russian)\u003C\/span\u003E\n\u003C\/a\u003E\n  \u003C\/p\u003E\n\n      \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text\u0022\u003EBy\u003C\/span\u003E\u0026nbsp;\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/wolfgang-ulaga\u0022 hreflang=\u0022en\u0022\u003EWolfgang Ulaga\u003C\/a\u003E,\u0026nbsp;\u003C\/span\u003E\n  \u003Cspan 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about=\u0022\/case\/lemonade-delighting-insurance-customers-ai-and-behavioural-economics-a-disruptive-insurtech-business-model-outstanding-customer-experience-and-cost-effective-service-excellence-portuguese\u0022 class=\u0022node node--type-case-study node--view-mode-teaser-minimal clearfix case-study-teaser-minimal\u0022\u003E\n  \u003Cdiv class=\u0022case-minmal\u0022\u003E\n          \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text text-uppercase\u0022\u003E\u003C\/span\u003E\u0026nbsp;CASE STUDY\u003C\/p\u003E\n        \u003Cdiv\u003E\n                    \u003Cimg class=\u0022lang-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/language_icons\/Portuguese.png\u0022 alt=\u0022extra\u0022 title=\u0022Portuguese translation\u0022\u003E\n                                  \u003C\/div\u003E\n  \u003C\/div\u003E\n  \u003Cp class=\u0022font-size-16 recently-viewed__title mb-2 green-october-text\u0022\u003E \u003Ca class=\u0022green-october-text\u0022 href=\u0022\/case\/lemonade-delighting-insurance-customers-ai-and-behavioural-economics-a-disruptive-insurtech-business-model-outstanding-customer-experience-and-cost-effective-service-excellence-portuguese?src=related-case\u0022 rel=\u0022bookmark\u0022\u003E\u003Cspan class=\u0022field field--name-title field--type-string field--label-hidden\u0022\u003ELemonade: Delighting Insurance Customers with AI and Behavioural Economics - A Disruptive InsurTech Business Model for Outstanding Customer Experience and Cost-Effective Service Excellence (Portuguese)\u003C\/span\u003E\n\u003C\/a\u003E\n  \u003C\/p\u003E\n\n      \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text\u0022\u003EBy\u003C\/span\u003E\u0026nbsp;\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/laura-heely\u0022 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Heely\u003C\/a\u003E\u003C\/span\u003E\n\n\n\u003C\/p\u003E\n  \n    \n        \n        \n  \u003Cdiv class=\u0022row cases-links-block\u0022\u003E\n    \u003Cdiv class=\u0022col-lg-12\u0022\u003E\n      \u003Cul class=\u0022cases-links\u0022\u003E\u003C\/ul\u003E\n    \u003C\/div\u003E\n  \u003C\/div\u003E\n\n\n      \u003Ca id=\u0022add-to-cart\u0022 class=\u0022use-ajax btn white-text btn-style insead-red rounded-50 related-cases\u0022 href=\u0022\/cases\/128351\/add-to-cart\u0022 \u003EAdd to Cart \u003Ci class=\u0022fa icon-style fa-shopping-cart\u0022\u003E\u003C\/i\u003E \u003C\/a\u003E\n    \u003C\/div\u003E\n\u003C!-- Modal --\u003E\n    \u003Cdiv class=\u0022modal fade basic-modal\u0022 id=\u0022freeTrailModal_128351\u0022 tabindex=\u0022-1\u0022\n    role=\u0022dialog\u0022 aria-labelledby=\u0022freeTrialModalLabel\u0022\n    aria-hidden=\u0022true\u0022\u003E\n    \u003Cdiv class=\u0022modal-dialog\u0022 role=\u0022document\u0022\u003E\n      \u003Cdiv class=\u0022modal-content\u0022\u003E\n        \u003Cdiv class=\u0022modal-header green-august\u0022\u003E\n          \u003Cspan class=\u0022modal-title\u0022\u003EFree Trial\u003C\/span\u003E\n          \u003Cbutton type=\u0022button\u0022 class=\u0022close\u0022 data-bs-dismiss=\u0022modal\u0022\n            aria-label=\u0022Close\u0022\u003E\n            \u003Cspan aria-hidden=\u0022true\u0022\u003E\u00d7\u003C\/span\u003E\n          \u003C\/button\u003E\n        \u003C\/div\u003E\n        \u003Cdiv class=\u0022modal-body\u0022\u003E\n          \u003Cdiv class=\u0022btn-group case-document-link\u0022\u003E\n            \u003Cdiv class=\u0022button-block\u0022\u003E\n              \u003Ca class=\u0022btn green-february-text btn-square green-august btn-group case-document-link mb-2\u0022\n                href=\u0022\u0022 target=\u0022_blank\u0022\u003E\n                Preview as an Educator \u003Ci\n                  class=\u0022fa icon-square fa-share\u0022\u003E\u003C\/i\u003E\n              \u003C\/a\u003E\n              \u003Ca class=\u0022btn green-february-text btn-square green-august\u0022\n                href=\u0022\u0022 target=\u0022_blank\u0022\u003E\n                Preview as a Student \u003Ci\n                  class=\u0022fa icon-square fa-share\u0022\u003E\u003C\/i\u003E\n              \u003C\/a\u003E\n            \u003C\/div\u003E\n          \u003C\/div\u003E\n        \u003C\/div\u003E\n      \u003C\/div\u003E\n    \u003C\/div\u003E\n  \u003C\/div\u003E\n\n                \u003C\/div\u003E\n                          \u003C\/div\u003E\n          \u003C\/div\u003E\n        \n        \u003Cdiv class=\u0022sidebar-block\u0022\u003E\n          \u003Cspan class=\u0022sidebar-heading\u0022\u003E\n                          About the Author(s)\n                      \u003C\/span\u003E\n          \u003Chr\u003E\n                      \u003Cdiv class=\u0022sidebar-block-body\u0022\u003E\n              \u003Cdiv class=\u0022author-image-wrapper\u0022\u003E\n                                  \u003Cimg src=\u0022\/sites\/publishing\/files\/laura-heely.jpg\u0022 alt=\u0022Heely\u0022 class=\u0022rounded-circle\u0022\/\u003E\n                              \u003C\/div\u003E\n              \u003Cdiv class=\u0022sidebar-content\u0022\u003E\n                \u003Cdiv class=\u0022sidebar-sub-title green-july-text\u0022\u003E\n                  \u003Ch4\u003E\n                    \u003Ca href=\u0022\/author\/laura-heely\u0022 class=\u0022green-july-text\u0022 target=\u0022_blank\u0022\u003E\n                      Laura\u0026nbsp;Heely\n                    \u003C\/a\u003E\n                  \u003C\/h4\u003E\n                \u003C\/div\u003E\n                \u003Cdiv class=\u0022sidebar-sub-content green-december-dark-text author-designation\u0022\u003E\n                  INSEAD MBA\u0026#039; 17J\n                \u003C\/div\u003E\n              \u003C\/div\u003E\n            \u003C\/div\u003E\n                      \u003Cdiv class=\u0022sidebar-block-body\u0022\u003E\n              \u003Cdiv class=\u0022author-image-wrapper\u0022\u003E\n                                  \u003Cimg src=\u0022\/sites\/publishing\/files\/Ziv-Carmon-12866_44.jpg\u0022 alt=\u0022Carmon\u0022 class=\u0022rounded-circle\u0022\/\u003E\n                              \u003C\/div\u003E\n              \u003Cdiv class=\u0022sidebar-content\u0022\u003E\n                \u003Cdiv class=\u0022sidebar-sub-title green-july-text\u0022\u003E\n                  \u003Ch4\u003E\n                    \u003Ca href=\u0022\/author\/ziv-carmon\u0022 class=\u0022green-july-text\u0022 target=\u0022_blank\u0022\u003E\n                      Ziv\u0026nbsp;Carmon\n                    \u003C\/a\u003E\n                  \u003C\/h4\u003E\n                \u003C\/div\u003E\n                \u003Cdiv class=\u0022sidebar-sub-content green-december-dark-text author-designation\u0022\u003E\n                  Professor of Marketing\n                \u003C\/div\u003E\n              \u003C\/div\u003E\n            \u003C\/div\u003E\n                      \u003Cdiv class=\u0022sidebar-block-body\u0022\u003E\n              \u003Cdiv class=\u0022author-image-wrapper\u0022\u003E\n                                  \u003Cimg src=\u0022\/sites\/publishing\/files\/Wolfgang-Ulaga-12865_52.jpg\u0022 alt=\u0022Ulaga\u0022 class=\u0022rounded-circle\u0022\/\u003E\n                              \u003C\/div\u003E\n              \u003Cdiv class=\u0022sidebar-content\u0022\u003E\n                \u003Cdiv class=\u0022sidebar-sub-title green-july-text\u0022\u003E\n                  \u003Ch4\u003E\n                    \u003Ca href=\u0022\/author\/wolfgang-ulaga\u0022 class=\u0022green-july-text\u0022 target=\u0022_blank\u0022\u003E\n                      Wolfgang\u0026nbsp;Ulaga\n                    \u003C\/a\u003E\n                  \u003C\/h4\u003E\n                \u003C\/div\u003E\n                \u003Cdiv class=\u0022sidebar-sub-content green-december-dark-text author-designation\u0022\u003E\n                  Professor of Management Practice\n                \u003C\/div\u003E\n              \u003C\/div\u003E\n            \u003C\/div\u003E\n                  \u003C\/div\u003E\n\n      \u003C\/div\u003E\n    \u003C\/div\u003E\n  \u003C\/div\u003E\n\u003C\/div\u003E\n\n","settings":null}]