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  • Цифровая клиентоцентричность. Как современные технологии помогают компаниям и государству сделать шаг навстречу потребителям
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News
September 25, 2026
AI Users Earn Up to 41.8% More Than Non-Users
Research conducted by economists at HSE University has revealed a significant correlation between the regular use of GenAI in the workplace and higher pay among Russian employees. The study found that individuals who frequently use GenAI in their professional activities earn notably more than those who reject these new tools or resort to them occasionally. The salary premium for highly qualified specialists reaches 41.8%. The article was published in the Voprosy Ekonomiki journal.
September 24, 2026
‘Feedback and Constructive Criticism Are Essential in Our Profession
Vincent Fardeau, Associate Professor at HSE ICEF, has reached a major career milestone: he recently published his paper ‘Asymmetric Thin Markets’ in the Journal of Financial Economics, successfully passed his major academic review, and received tenure. In this interview, Vincent discusses the story behind the paper, explains the concept of asymmetric thin markets, and shares his advice for young scholars aiming to publish in top-tier journals.
September 22, 2026
Personal Interest in Doctoral Thesis Topic Most Important for Confidence in Successful Defence
A researcher at HSE University analysed data on 1,539 doctoral students from 161 Russian universities to identify which features of a thesis topic are associated with academic success and engagement. The most important factor was found to be personal interest in the research topic, which was associated with almost all key aspects of doctoral programme experience—from engaging with the academic supervisor to research activity and confidence about successfully defending the thesis. The findings have been published in Higher Education.

 

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Цифровая клиентоцентричность. Как современные технологии помогают компаниям и государству сделать шаг навстречу потребителям

M. : ISSEK HSE, 2026.
Колбин Е. И., Кубанцева Е. В., Selskiy A., Snegirev A., Староверова И. И., Chernogortseva S.
Under the general editorship: Selskiy A., Е. И. Колбин

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 is based on the results of a large-scale study that combines big data analytics with qualitative analysis of expert interviews and industry case studies.

The publication is of interest to corporate executives, government officials, researchers, and experts interested in AI-driven marketing, customer experience management, technology management, and digital transformation.

Chapters
Вчера: от клиентоориентированности к клиентоцентричности
Snegirev A., Selskiy A., Кубанцева Е. В. et al., В кн.: Цифровая клиентоцентричность. Как современные технологии помогают компаниям и государству сделать шаг навстречу потребителям.: М.: ИСИЭЗ ВШЭ, 2026. Гл. 1 С. 21–69.
Added: June 26, 2026
Сегодня: четыре мегатренда клиентоцентричности
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
Завтра: клиентоцентричность в мире будущего
Староверова И. И., Кубанцева Е. В., Selskiy A. et al., В кн.: Цифровая клиентоцентричность. Как современные технологии помогают компаниям и государству сделать шаг навстречу потребителям.: М.: ИСИЭЗ ВШЭ, 2026. Гл. 3 С. 143–200.
The third chapter of the monograph explores the future prospects of customer centricity in a world shaped by rapid advances in artificial intelligence, quantum computing, and related technologies. The authors analyze the shift from traditional linear customer journey models to dynamic, adaptive trajectories generated in real time by AI algorithms. Special attention is given to ...
Added: June 26, 2026
Research target: Economics and Management
Language: Russian
Sample Chapter
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DOI
Keywords: электронные сервисыcustomer centricityклиентоцентричностьdigital governmentцифровой маркетингdigital servicesцифровое государственное управление digital marketingAI AgentsИИ-агенты
Цифровая клиентоцентричность. Как современные технологии помогают компаниям и государству сделать шаг навстречу потребителям
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