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Вчера: от клиентоориентированности к клиентоцентричности
Гл. 1. С. 21–69.
Keywords: государственное управлениеB2Ccustomer orientationклиентоориентированностьvalue co-creationсовместное создание стоимостиCustomer experience managementцифровая трансформацияуправление клиентским опытомcustomer centricityклиентоцентричностьB2BB2B public administrationчеловекоцентричностьdigital transformationhuman-centricityB2Ccustomer centricity metricsNPSметрики клиентоцентричностиNPS
In book
Колбин Е. И., Кубанцева Е. В., Selskiy A., Snegirev A., Староверова И. И., Chernogortseva S. М.: ИСИЭЗ ВШЭ, 2026.
Vagin S., Abramov V., Trusina I. et al., Scientific Culture 2026 Vol. 12 No. 2.1 P. 3316–3331
In the era of rapid digital transformation and the widespread adoption of artificial intelligence, a paradox arises: despite the unprecedented growth of data volumes, the quality of strategic management decisions often declines. This article aims to present the results of a study examining the phenomenon of the "extrapolation trap"—a cognitive distortion of modern management culture ...
Added: August 27, 2026
Biryuk D., SSRN Electronic Journal 2023
The article examines the problems of digital transformation of public administration in the field of science and higher education, its regulatory aspects, and suggests new approaches to management for the effective implementation of the goals of digital transformation of public administration. Using the example of educational institutions of higher education, in particular Tomsk Polytechnic University, ...
Added: August 18, 2026
Shaposhnikov S., Asia and Africa today 2025
Digital transformation of small and medium enterprises (SMEs) in India is critical to enhancing competitiveness and improving economic performance. It also helps address unemployment and regional inequality. However, SMEs face financial constraints, a digital skills shortage, resistance to change, and cybersecurity challenges. The authors analyze the impact of government initiatives such as Digital India, CGTMSE, ...
Added: August 14, 2026
Баширов М. Ф., Тютюнник Н. О., Бизнес. Общество. Власть 2025 № 2 (56) С. 127–137
The article is devoted to the study of the current vector of development of digital career guidance implemented in Russian school education, considering the Strategic Direction in the field of digital transformation of education until 2030, as well as to the study of the question of the possibilities of using digital career guidance services in ...
Added: August 11, 2026
Biryuk D., В кн.: Современные тенденции и инновации в науке и производстве. Материалы XV международной научно-практической конференции.: Междуреченск: Кузбасский государственный технический университет им. Т.Ф. Горбачева, 2026. С. 2.032-1–2.032-5.
В статье анализируется эволюция проектного подхода в системе государственного управления Российской Федерации, начиная с первых национальных проектов и заканчивая институционализацией проектной деятельности как системного метода реализации государственной политики. Рассматриваются ключевые этапы правового и организационного оформления проектного управления, включая принятие программно-целевых бюджетных реформ ...
Added: August 11, 2026
Kanaev E., Юго-Восточная Азия: актуальные проблемы развития 2026 Т. 1 № 1(70) С. 22–36
The article aims to specify possibilities and system constraints of cooperation between the Association of Southeast Asian Nations (ASEAN) and the Russian Federation (RF) in the digital field, as well as assess its most promising directions. The nature and specifics of ASEAN’s policy in the digital field from the perspective of implementation of its initiatives ...
Added: July 30, 2026
Kanaev E., Southeast Asia: Actual Problems of Development 2026 Vol. 2 No. 2(71) P. 11–22
The author focuses on a strengthening digital component in the evolution of the South China Sea issue in the context of ASEAN’s evolving approach to the deepening contradictions and its policy in the digital field. On outlining ASEAN’s policy on the South China Sea issue, the author proceeds to exploring the digital agenda of ASEAN’s ...
Added: July 30, 2026
Лобоцкий М. Ю., Komarov M. M., Zaramenskikh E., Бизнес-информатика 2026 Т. 20 № 2 С. 7–21
By early 2026, AI agents ceased to be experimental tools and began to be considered as a form of business process automation. Based on the analysis of in-depth interviews, an expert session, a quantitative survey of Russian companies, and sources reflecting Russian and foreign experience in the deployment of AI agents, a fivelevel maturity model ...
Added: July 24, 2026
Saakyan T. V., Барабанова Ю. В., Финансовый журнал 2026 Т. 18 № 3 С. 110–121
In this article the authors aim to determine the place and role of methodological guidelines within the system regulating internal state financial control. The research holds both theoretical and applied significance, as a scholarly interpretation of this issue has not been previously undertaken and its examination will enable the full potential of the studied methodological ...
Added: July 1, 2026
Selskiy A., Snegirev A., Колбин Е. И. et al., В кн.: Цифровая клиентоцентричность. Как современные технологии помогают компаниям и государству сделать шаг навстречу потребителям.: М.: ИСИЭЗ ВШЭ, 2026. Гл. 2 С. 71–142.
The second chapter of the monograph analyzes the current megatrends of customer centricity, shaped by digital technologies and transforming the approaches of companies and government bodies to customer and citizen engagement. Based on semantic big data analysis (using the iFORA system) and expert interviews, the authors identify four key megatrends.
The first megatrend, proactive engagement and personalization, describes ...
Added: June 26, 2026
Selskiy A., Российский журнал информационных технологий в спорте 2024 Т. 1 № 2 С. 34–45
The article examines the term "Sportstech", which refers to a range of high-tech projects in the sports industry. It discusses the current state and future prospects of this field both globally and in Russia. To conduct the research, 202 structured interviews were held with industry experts, secondary data from public sources was analyzed, and Russian ...
Added: June 23, 2026
Selskiy A., Экономика и управление в спорте 2025 Т. 5 № 2 С. 159–178
In the era of digital transformation, significant attention is given to the implementation of emerging technologies within the public sector, including the development of e-government and the establishment of digital public administration. Regulatory compliance plays a crucial role here, as it can either facilitate or hinder the digitalization. This article examines the legal aspect of ...
Added: June 23, 2026
Староверова И. И., Chernogortseva S., Snegirev A. et al., Российский журнал менеджмента 2026 Т. 24 № 1 С. 93–113
Purpose: to identify the key elements of a customer-centric approach to managing Russian IT companies under digital transformation.
Methodology: the study is based on a mixed-methods approach, combining quantitative big data analysis (semantic analysis), qualitative methods (indepth expert interviews), and desk research.
Findings: ten thematic clusters have been identified that describe the specifics of customer centricity in Russian IT companies. ...
Added: June 23, 2026
Колбин Е. И., Кубанцева Е. В., Selskiy A. et al., М.: ИСИЭЗ ВШЭ, 2026.
The monograph represents a comprehensive interdisciplinary study devoted to a conceptual analysis of customer centricity, identifying current trends and prospects for its development in the context of intensive digital transformation.
The book presents a holistic view of the diverse issues surrounding customer centricity in corporate and public governance, with a focus on modern technologies. The monograph ...
Added: June 23, 2026