Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 8

P&L Banking Marketing Call Center 8

Harvard Business Review

APRIL 27, 2015

A witty comment or botched response on Twitter can travel to Facebook and even news websites in minutes (think of the Oreo tweet during the Superbowl blackout of 2013 ). Moreover, Twitter is used by virtually all big Western companies either for marketing or to respond to customers—and sometimes both. call centers).

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

AUGUST 28, 2017

Total investment (internal and external) in AI reached somewhere in the range of $26 billion to $39 billion in 2016, with external investment tripling since 2013. For example, the AI techniques implemented to improve customer call center performance could be very different from the technology used to identify credit card payments fraud.

Survey 9

Survey Execution First-mover Advantage Technology 9