Harvard Business Review

MAY 5, 2016

They see disrupted incumbents from retail, finance, health care, transportation, professional services, and manufacturing requiring radical restructuring of assets, productivity , and innovation. This clean-sheet customer experience prioritization over more traditional call center KPIs had a huge effect.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

FEBRUARY 9, 2011

We hear from business leaders who perceive that flexible work is a make-people-feel-good play that disrupts operations and drags down performance. Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents.

Productivity 14

Productivity Products Real Estate Bottom-up 14

Harvard Business Review

NOVEMBER 13, 2013

In the first article in this series, I showed some striking numbers to stress what many inferred: there are real costs to locating operations outside of a startup super-hub (San Francisco Bay, New York, or Boston). Finance has homes in New York, Hong Kong, and London. Energy is still the domain of Houston and Dubai.

Entrepreneur 8

Entrepreneur Venture Funding Finance Engineering 8

Harvard Business Review

AUGUST 5, 2014

Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done. With so many parts of the organization needing to come together to deliver on a customer journey, the CMO has to operate as the “glue” across the organization.

P&L 8

P&L Banking Marketing Call Center 8