Category: Competitive strategy

  • Who Owns the Customer in the Age of AI Agents?

    Who Owns the Customer in the Age of AI Agents?

    Harvard Business Review Logo

    Illustration by Eliot Wyatt

    AI agents are changing the nature of customer relationships by taking on more of the discovery, comparison, negotiation, and purchasing decisions that companies once controlled through their own

    On September 8, 2026, Meta launched Muse, a personal AI agent designed to act on a user’s behalf: filling out forms, negotiating, booking travel, and making purchases. Twelve days later, Amazon blocked Muse from shopping on its site, arguing that third-party agents should identify themselves and obtain a retailer’s permission before transacting on behalf of its customers.

  • How Copycats Can Reveal Your Competitive Advantage

    How Copycats Can Reveal Your Competitive Advantage

    Harvard Business Review Logo

    Jonathan Knowles/Getty Images

    Imitation is becoming easier and faster as e-commerce, social media, and AI lower the barriers to copying successful products, services, and business practices. While

    The problem of imitation—which ranges from illegal counterfeit to legal products intentionally designed to mimic another—is becoming more urgent for businesses. Recent figures suggest that both its scale and the channels through which it spreads are expanding rapidly. In the United States, customs authorities seized more than 78 million counterfeit goods in fiscal year 2025, more than twice the number seized a year earlier. Its estimated value had risen nearly 40% to more than $7.4 billion. In the EU, the value of counterfeit goods detained reached a record €3.8 billion, while the value intercepted at the EU border alone almost doubled in a year.