Strategy Driven

DECEMBER 3, 2019

These new capabilities connect to the work we’ve done over the past several decades inside our enterprises to automate processes with tools — such as accounting systems, supply chain, call center, and such. That requires a new way of thinking about people and leadership.

Agility 65

Agility Banking Supply Chain CTO 65

Harvard Business Review

MAY 8, 2017

In 2011 the board selected as the new CEO one of its own members, Heinrich Hiesinger, a Siemens executive with experience supplying technology to many industries. A person working in a call center might need a different set of messages than a line manager does to understand how he docks into the big picture.”

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

APRIL 29, 2013

From Zappos, it copied the ideas of putting its telephone number on every page (to build trust) and having employees work three days in call centers (to better understand customer issues). The company freely uses best practices it finds abroad. It has moved into other product categories such as travel with Ozon.travel.

Globalization 8

Globalization First-mover Advantage Retail Business Model 8

Terry Starbucker

OCTOBER 21, 2010

To put it more practically, if you are bad in the call center and at the front counter, what makes you think you’ll be good on Twitter? David, I’m always telling businesses that they just HAVE to get the analog stuff right before they can jump into the digital pool. Thanks again to you all, and all the best!

Media 289

Media Tactics Strategy Open-book 289

Harvard Business Review

MARCH 11, 2015

In addition to all of this, there is some research from 2011 showing that a seven second reduction in service times in fast food restaurants can increase the company’s market share by 1% to 3%. They were also less likely to call in and use automated response, too, which is marginally more expensive than online banking.

Banking 8

Banking Technology Norton Ryan 8

Harvard Business Review

JUNE 20, 2014

While marketing budgets have been steadily rising as a percentage of firm budgets since 2011, many CMOs still lack real authority over decisions that most affect the customer, since most are delivered through touch points not owned by marketing. This will probably happen if you don’t do that.’ That was very helpful.”.

CEO 8

CEO Marketing Hotels Long-term 8

Strategy Driven

DECEMBER 15, 2010

The millions of customers in its database represent the gamut of buying histories, buying propensities, profitability, demographics and cost to serve.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

APRIL 25, 2018

Managers in banks, hospitals, police departments, call-centers, and retail outlets who want to know what employees are up to can now quite easily do so. These technologies run the gamut, from body-worn cameras and closed-circuit televisions, to traceable identification cards and keystroke trackers.

Travel 9

Travel Airlines Transportation Call Center 9

Harvard Business Review

MAY 2, 2012

Everyone from product managers, to call center reps, to the front-line worker in the branch or store uses information to make decisions. Business executives are unaware of the extent to which their staffs routinely reinvent the wheel to get the information they need. It's a hidden cost, and a growing one.

Business Intelligence 14

Business Intelligence Budgeting Report Library 14

Harvard Business Review

MARCH 4, 2011

And that should make it easier for IBM to sell the question-answering technology in hospitals, law firms, pharmaceutical labs, call centers, and every other area in which people are grappling with finding answers in ever larger sets of data. This kind of defensive analysis no doubt provided some comfort to the public.

Learning Curve 11

Learning Curve Pharmaceuticals Call Center Technology 11

Harvard Business Review

AUGUST 19, 2013

It languished for months until 7/11/2011, during the company''s birthday celebration, when franchise managers started sharing merchandizing practices. That means not just finding serendipity in the business, but examining your own shop for new value that can''t be found in lines of code per day or the speed of a call center response.

CTO 8

CTO Franchising CIO Short-term 8