Harvard Business Review

AUGUST 28, 2017

With the AI field recently picking up its pace of innovation after the decades-long “AI winter,” technical expertise and capabilities are in short supply. 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

Harvard Business Review

NOVEMBER 4, 2011

Carla was literally bred for success as a business manager. The daughter of a senior corporate executive, she had all the right tickets including an MBA from a top school and several years of experience with a prestigious management consulting firm. (Carla's an actual executive whose name has been changed.).

Proposal 11

Proposal Cialdini Execution Influence 11

Harvard Business Review

FEBRUARY 9, 2011

It may seem counterintuitive, but smart companies need to routinely rid themselves of less profitable customers, the same way an asset manager or rebalances an investment portfolio or a Major League Baseball general manager trades a declining player. We call these people Cost Center Consumers, and they come in two flavors.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. That bottom line sensibility is crucial.

P&L 9

P&L Banking Marketing Call Center 9

Harvard Business Review

MAY 8, 2017

Before describing those, let’s look at how we identified the exceptional firms that rose to the top of our ranking, a group we call the Transformation 10. We see an interesting pattern across the professionally managed companies, those whose CEOs were hired by the board. Scott Cook , founder and chairman of Intuit.

Franchising 13

Franchising CEO Business Model Strategy 13

The Horizons Tracker

OCTOBER 25, 2023

Large Language Models (LLMs) such as ChatGPT are disrupting the finance world, as exemplified by Morgan Stanley’s experimentation with an OpenAI-powered chatbot to assist their financial advisors. As LLMs progressively permeate the finance industry, it is crucial to thoughtfully embrace and adapt to this transformative shift.

Finance 117

Finance Power Early Adopters Call Center 117

Harvard Business Review

APRIL 13, 2017

From self-driving cars to drones to automated business operations, this technology has the potential to enhance productivity, direct human talent on critical issues, accelerate innovation, and lower operating costs. As with any innovative new technology, there are positive and negative implications.

Technology 8

Technology System Learning-by-Doing Video 8