Harvard Business Review

AUGUST 8, 2013

Recently, Thomson-Reuters published its latest list of the Top 100 Global Innovators honoring the leading organizations and companies most responsible for sizeable, influential patents worldwide. Captive R&D Centers. First, many of the Top Innovators employ engineers in emerging countries such as India and China.

Engineering 8

Engineering Globalization Innovation Marketing 8

Harvard Business Review

JUNE 4, 2015

These have multiple causes including the shift of the economy to services and information-intensive activities, productivity growth, the appearance of new products and services, demographics, and continued offshoring that now includes services ranging from call centers to medical procedures. Technology to the rescue?

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

JUNE 27, 2013

"Innovation" has become a buzzword in the customer experience field. They also believe that innovation will help them achieve these lofty goals — and they''re investing accordingly. Sixty-nine percent of these respondents report that their companies have dedicated personnel for customer experience innovation.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

OCTOBER 10, 2017

In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely. Adaptive performance manifests as creativity, problem solving, grit, innovation, and citizenship. We made a number of operational changes to the call center.

Organization 9

Organization Tactics Call Center Metrics 9

Harvard Business Review

JUNE 3, 2015

The only way to thrive, or even survive, these managers conclude, is to find workers who can co-create value with customers and constantly improve operations. Insight Center. The Future of Operations. The technologies and trends shaping tomorrow’s businesses. The problem is not surprising. Sponsored by GE Corporate.

Development 8

Development Call Center Operations Health Care 8

Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. While investment in AI is heating up, corporate adoption of AI technologies is still lagging.

Survey 9

Survey Execution First-mover Advantage Technology 9

Harvard Business Review

JUNE 13, 2018

One of the most recent automation technologies to emerge is robotic process automation , or RPA. It is frequently used to automate financial processes, such as comparing invoices with shipment notices, or transfering data from email and call center speech-to-text systems into transactional systems of record.

Process 9

Process Six Sigma Company Technology 9

Strategy Driven

MAY 26, 2021

But although AI is a real and genuine technology, the potential and tangible applications of modern AI advancements are far from what Hollywood movies and novels by authors such as Philip K. Thanks to movies such as The Matrix, Terminator, and well, AI: Artificial Intelligence, most people are aware of the concept of intelligent machines.

Tools 105

Tools Analysis Software Document 105

Harvard Business Review

AUGUST 5, 2015

The Southeast Asia city’s rapid growth echoes the story of the so-called “unicorns” — technology start-ups that rapidly grew to a billion-dollar valuation and beyond. Technology start-ups are the Philippines’ latest customers, and more are flocking to the country’s beach-laden shores each year.

Outsourcing 8

Outsourcing Technology B2B GDP 8

Harvard Business Review

MAY 2, 2012

The idea that customers can't or shouldn't participate much in the innovation process is one barrier to creativity that companies are rapidly knocking down. This new view and way of operating actually helps companies come closer to achieving the ideal of giving customers what they want, when, where and how they want it.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

DECEMBER 6, 2012

This is to say that you don't have to wait until the end of the decade for some breakthrough technology to emerge; it's already here, albeit in bits and pieces. One success story occurred when a front-line associate in a call center posted online she didn't like a new process. Process Strategy 2.0

Process 8

Process Examples Strategy Six Sigma 8

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

MARCH 26, 2012

In the game of innovation, there is next to no time to rest. All in all, scale has provided some immense strategic benefits to large companies around the world — protecting many from entrepreneurial innovations that would otherwise threaten. In the best cases, it takes your competitors years to distill your secret sauce.

Porter 12

Porter Competitive Advantage Safe Harbor Efficiency 12

Harvard Business Review

NOVEMBER 29, 2017

last month, destroying 4,658 homes, 94 commercial buildings, and displacing tens of thousands of people, Keysight Technologies was in the direct path of the disaster. We set up a makeshift relief center to provide phone chargers, underwear, bottled water, and other basics. gece33/Getty Images. When fire swept through Santa Rosa, Calif.,

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

NOVEMBER 23, 2010

As companies like this one grow from start-ups into larger enterprises, they're often compelled to analyze numerical data to reduce risk, maintain operations, and model predictable outcomes. But how often is this qualitative feedback seen as a sturdy platform for innovation and growth? Re-frame customer objections as new businesses.

Entrepreneur 14

Entrepreneur Strategy Telecommunications Software 14

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. To hit P&L targets, for instance, the CMO at one technology company focused on shortening the sales cycle.

P&L 8

P&L Banking Marketing Call Center 8

Harvard Business Review

APRIL 7, 2016

Following are three such innovative approaches for connecting with top talent. ” Such innovative solutions have paid off: Fortune magazine recently named Highfive to its list of the 10 Best Small Workplaces in Technology. Don’t keep relying on the same old social media platforms.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

AUGUST 15, 2016

The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Let people speak in their own words and capture emotional cues.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JUNE 20, 2013

Messages back and forth are also private and can take many forms, including texts, instant messages, email, phone calls, or whatever. The camera''s table sits in a virtual cloud, running on an operating system called CloudOS , which is programmed with KRL , or Kinetic Rule Language. Customers Marketing Technology'

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

FEBRUARY 9, 2011

We call these people Cost Center Consumers, and they come in two flavors. They tie up your call centers, incur costly returns, and generate other costs that occur below the gross margin line, which is harder to see. Redbox, the innovator whose DVD dispenser machine rents DVDs for $1 per day, had also grown quite rapidly.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

DECEMBER 6, 2011

Given today's technology available for data acquisition as well as new developments in analytics, it is possible to do much better than this. The most innovative employee managers we know use business analytics to understand the differences in how individual store associates perform.

Retail 14

Retail Merchandising Succession Taylorism 14

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. Matthew Eyring , Chief Strategy & Innovation Officer of Vivint Inc. The Transformation 10 Judges Chris Chadwick , former CEO of Boeing Defense.

Franchising 13

Franchising CEO Business Model Strategy 13

Strategy Driven

DECEMBER 15, 2010

Through innovative solutions delivered within an integrated framework, SAS helps customers at more than 45,000 sites improve performance and deliver value by making better decisions faster. Ed holds a Master of Science degree in Operations Research and a Bachelors degree in Mathematics.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

APRIL 13, 2017

Cognitive computing and artificial intelligence (AI) are spawning what many are calling a new type of industrial revolution. While both technologies refer to the same process, there is a slight nuance to each. In addition, there are unique and new cyber risks associated with cognitive and AI technology.

Technology 8

Technology System Learning-by-Doing Video 8

Harvard Business Review

AUGUST 19, 2013

This perspective created the industrial economy lens through which most managers perceive their operations. Industrial age measures can''t evaluate Serendipity Economy results, leaving its outcomes like invention and innovation, process improvements, and new businesses relegated to the evidence of anecdote. This can''t be forecasted.

CTO 8

CTO Franchising CIO Short-term 8

Harvard Business Review

DECEMBER 2, 2013

If you want to win their hearts and minds, you have to master the latest technology, assimilate vast quantities of data, engage and delight your customers, and deliver products and services that surpass expectations. And yet today’s top marketers are combining technology and teamwork to generate extraordinary results.

Marketing 10

Marketing Teamwork Technology Information Technology 10

Harvard Business Review

MAY 5, 2011

You can work out what aspects of your operations you should be spending on. Without this breadth as well as granularity of information, we don't know whether to allocate resource to improving call centers, retail channels, advertising campaigns or new product innovation. The consumer panel sends texts for all touchpoints.

Brand 15

Brand Survey Call Center Sample 15

Harvard Business Review

FEBRUARY 7, 2013

Driven by the ever-lower costs of global communication and online collaboration tools, Henry Ford's vertically integrated organization is yielding to Procter & Gamble's network of external innovators. And Indian mobile phone provider Bharti Airtel uses IBM to manage its computer systems and Ericsson to operate its cell tower infrastructure.

Organization 8

Organization Supply Chain Team Outsourcing 8

Harvard Business Review

MARCH 17, 2016

Exponential technology change. The CHREATE teams developed a topography based on the degree of the democratization of work (the impact of the first three trends above on an organization) and the degree of technological empowerment (the impact of the latter three trends), shown in the figure below. Today, turbo-charged.

Human Resources 8

Human Resources Technology Globalization Trends 8