MIT Sloan Management Review Fall 2019

2 MIT SLOAN MANAGEMENT REVIEW FALL 2019 COVER ILLUSTRATION: JOEY GUIDONE/THEISPOT.COM

MITSloan Management Review

FALL 2019 • VOLUME 61 • NUMBER 1

Editor’s note: Some articles in this issue were originally published online. They have been adapted for print.

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FEATURES

CYBERSECURITY

48 Casting the Dark Web in a New Light

By examining cybercrime through a value-chain lens, we can better

understand how the ecosystem works and find new strategies for

combating it.

BY KEMAN HUANG, MICHAEL SIEGEL, KERI PEARLSON,

AND STUART MADNICK

ESSAY

56 The Magic That Makes Customer

Experiences Stick

The most memorable experiences are suffused with emotion —

not extra features or value for money.

BY STEFAN THOMKE

INNOVATION

64 Creating Digital

Offerings Customers

Will Buy

Find the sweet spot between

what technologies can deliver

and what your customers need.

BY JEANNE W. ROSS,

CYNTHIA M. BEATH,

AND MARTIN MOCKER

DATA & DIVERSITY

71 How Algorithms Can Diversify the

Startup Pool

Data-driven approaches can help venture capital firms limit gender

bias and make better, fairer investment decisions.

BY MORELA HERNANDEZ, ROSHNI RAVEENDHRAN,

ELIZABETH WEINGARTEN, AND MICHAELA BARNETT

18 SPECIAL REPORT

COLLABORATING WITH IMPACT: ANALYTICS

20 Collaborate Smarter, Not Harder

Through analytics, companies can reduce overload, attrition,

and other costs of collaboration — and increase its rewards.

BY ROB CROSS, THOMAS H. DAVENPORT, AND PETER GRAY

COLLABORATING WITH IMPACT: LEADERSHIP

29 Improving the Rhythm

of Your Collaboration

Alternating between always-on connectivity and heads-down

focus is essential for problem-solving.

BY ETHAN BERNSTEIN, JESSE SHORE, AND DAVID LAZER

COLLABORATING WITH IMPACT: TEAM DYNAMICS

37 It’s Time to Tackle Your

Team’s Undiscussables

Subjects that are consciously or unwittingly deemed out of bounds

come in four varieties and make it almost impossible for teams

to function.

BY GINKA TOEGEL AND JEAN-LOUIS BARSOUX

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