Strategy Driven

NOVEMBER 18, 2015

And because technology now enables work to be a thing you do rather than a place you go, the opportunity to identify and develop unique career pathways is greater than ever! We’re blessed, as a society, with an unprecedented combination of time, technology, information, and the quantified self: yes, we want it all. part 3 of 3 !

Simon 50

Simon Self-aware Call Center Agility 50

CO2

AUGUST 7, 2012

I worked in the call center industry for many years, and I’m proud of what I accomplished there, but when I left, I wanted to do and be something new. Creating a Personal Marketing Plan (Part 8). You may blend in, but you won’t stand out. Discover Your Strengths (Part 3). Assess Your Leadership Style (Part 4).

Brand 125

Brand Executive Coaching Storytelling Call Center 125

Strategy Driven

JANUARY 2, 2015

Many people used to do the same thing with the word ‘technology,’ using it far from its reasonable definitions. These expressions are trite and reflect a copy-cat way of talking and thinking: ‘Solutions’ is a tired 1990’s term, taken from technology hype. The ‘brand’ is a marketing term.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Harvard Business Review

MAY 29, 2018

According to Constellation Research , businesses across all sectors will spend more than $100 billion per year on Artificial Intelligence (AI) technologies by 2025, up from a mere $2 billion in 2015. The marketing industry will be no exception. Insight Center. Data-Driven Marketing. Using AI in Marketing.

Marketing 8

Marketing Policies Technology Franchising 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

CO2

APRIL 1, 2014

The business was in the call-center space like our firm and it would enable us to enter a coveted new market: selling insurance over the phone. We transferred calls all over the country from one of our call center facilities to the next to maximize employee hours.

Insurance 84

Insurance Licensing Call Center Entrepreneur 84

Harvard Business Review

MARCH 21, 2018

That’s because the “loyalty era” of marketing, as we’ve known it, is waning. market alone, companies are losing $1 trillion in annual revenues to their competitors because they are not consistently relevant enough. In fact, consumer research we’ve worked on at Accenture shows that in the U.S.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

JANUARY 12, 2016

Some innovative local governments have realized this and are using technology and a customer-focused mind-set to innovate and better serve citizens, whether for setting up a business or renewing a driver’s license. That’s where advocacy marketing, finding key influencers to help drive your message across, can help.

Technology 8

Technology Audience Call Center Licensing 8

Harvard Business Review

AUGUST 8, 2013

Let''s examine one specific aspect of Otis Elevator, a unit of the Top 100 innovator United Technologies Corp. Offshore outsourced product development gets less press than outsourced IT and call centers, but it has the ability to create additional revenues for nimble innovators. Offshore Outsourced Product Development.

Engineering 8

Engineering Globalization Innovation Marketing 8

Harvard Business Review

APRIL 7, 2016

Or, as it turns out, even the vicinity of 1455 Market Street, the address of Uber’s San Francisco headquarters. ” Such innovative solutions have paid off: Fortune magazine recently named Highfive to its list of the 10 Best Small Workplaces in Technology. Generate and nurture your own talent channels.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

DECEMBER 6, 2017

Therefore, in order for new identity verification approaches to be widely adopted by government and business, they will need to leverage multiple layers of currently available information and technologies to help individuals prove identity to a prospective employer, creditor, educational institution, etc. Insight Center.

Crisis 9

Crisis Insurance Technology Credit Scoring 9

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

AUGUST 28, 2017

While it’s clear that CEOs need to consider AI’s business implications, the technology’s nascence in business settings makes it less clear how to profitably employ it. While investment in AI is heating up, corporate adoption of AI technologies is still lagging. Furthermore, early AI adopters are 3.5

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

JANUARY 28, 2015

Coordinating the infrastructure, technology, and messaging in a way that appears seamless and fluid to the customer is, to be blunt, a logistical nightmare. The better metric would measure the percentage of calls that were made and required no additional follow up. But getting it right pays off.

COO 8

COO Planning Metrics Call Center 8

Terry Starbucker

JUNE 19, 2011

Getting a competitive product to market, and properly supported, at the lowest possible cost, while continuing to grow revenues, and profit, at acceptable rates. A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. The dilemma? But that costs money. Boom, the dilemma.

Call Center 264

Call Center Metrics Bottom-up Cost 264

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 10

P&L Banking Marketing Call Center 10

Harvard Business Review

OCTOBER 10, 2017

military says, volatility, uncertainty, complexity, and ambiguity , where technology and strategy changes rapidly. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

JUNE 16, 2016

Our research and client engagement experience has shown us that generating strong returns from the digital sensors, wireless communications devices, digital cameras installed in buildings and other smart, connected devices does not come down to writing big checks or being technologically savvy. The call center logs customer complaints.

Productivity 8

Productivity Products Wireless Technology 8

Harvard Business Review

OCTOBER 26, 2015

A recent USC study shows that across multiple and diverse markets, industries are 25% more likely to be “highly concentrated” than they were 20 years ago. Yet at the same time, America’s largest companies are more than twice as likely to lose market share than in 1980. corporate consolidation.

Competitive Advantage 8

Competitive Advantage Pharmaceuticals Industry Trends 8

Harvard Business Review

OCTOBER 19, 2016

I’m teaching a new course this semester on cognitive technologies (AKA artificial intelligence) to Babson MBAs. Many of them are new to this set of technologies, and seeing the topic through my students’ eyes has made me realize how overwhelming it can be. Insight Center. The Automation Age. Sponsored by KPMG.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

MAY 2, 2012

The ability to make it easy for customers to alter products to better meet their needs is not confined to technology firms. Building communities for the purpose of marketing to them is a hot subject, but inherently dubious. Customers that build together, buy together.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

MARCH 11, 2015

McDonalds isn’t the first fast food chain to consider giving customers more control over their orders using technology (though there’s a fair amount of debate about whether customization is really the best way forward for the struggling company ). Avacado and shaved parmesan on your sandwich? No problem.

Banking 8

Banking Technology Norton Ryan 8

Harvard Business Review

MAY 20, 2011

Proprietary technology. Diamond's (formerly P&G's) Pringles, Prius' Hybrid Synergy Drive, and Dreyer's Slow Churned Ice Cream all have technologies not easily copied. experience, its culture celebrating weirdness, and its 24/7 call center that will even find an open pizza shop presents a high bar. Ongoing innovation.

Aaker 15

Aaker Henderson Brand Competitive Advantage 15

Harvard Business Review

MARCH 25, 2015

Faced with such dramatic shifts in their market, many insurers have fallen into the classic trap of trying to figure out how to sell their existing products, rather than creating new sales engagement models that focus on customers’ real needs. Client protection, investment, and retirement needs vary across life stages and demographics.

Insurance 8

Insurance Policies Productivity Products 8

Harvard Business Review

AUGUST 3, 2017

Insight Center. Sponsored by DXC Technology. The next best action system at Morgan Stanley, then, is focused on three separate objectives — only one of which is common in the robo-adviser market. They might also include noteworthy events in financial markets, such as the aforementioned Brexit vote.

System 8

System Short-term Industry Advice 8

Harvard Business Review

MAY 17, 2011

Prahalad, put it there), the struggle to understand its role as a market and as a source of innovation continues. Yes, there are notable examples of BOP innovation from global corporations (such as the GE portable ECG machine ) and emerging market companies (such as the Chotukool refrigerator) that have broken through in global markets.

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

Harvard Business Review

MAY 24, 2016

Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Customers can also sign up for SMS notifications and find FAQs without needing to leave the branded experience.

Retail 10

Retail Supply Chain Loyalty Reis 10

Harvard Business Review

FEBRUARY 3, 2016

Twenty years ago, Louis Gerstner transformed IBM by emphasizing consulting and technology services — not just technology — to solve customer problems. Insight Center. How technology is changing the way we work. They know how to achieve product/market fit and which ideas to pursue later on.

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

MAY 5, 2016

Stagnant growth in its core PC market recently led Intel to announce layoffs of roughly 12% of its workforce. The company will also eliminate a key chipset in the difficult tablet and smartphone market. 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

JANUARY 17, 2013

Instead of the deployment of technology, it focuses on the exploration of information. This shift mirrors the shift in economics to behavioral economics, which applies knowledge from the fields of social psychology and the cognitive and behavioral sciences to develop a new understanding of how people think and behave in markets and economies.

Project 8

Project Call Center Information Retail 8

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

JUNE 20, 2013

Most of us are familiar with them as marketing gimmicks: "robot barf" in the corners of ads. This will prove far more useful than today''s CRM techniques, which are conversational only in the scripted and controlling manner of call centers. Innovations in Digital and Mobile Marketing An HBR Insight Center.

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

AUGUST 31, 2016

But in addition to the concerns retail tracking raises for consumers , these technologies have serious implications for workers. But new retail technologies may diminish the value of workers’ customer knowledge, in two ways. This effect of data collection is often overlooked. out-of-store activities, browsing history, etc.),

Retail 8

Retail Software Long-term Technology 8

Harvard Business Review

OCTOBER 19, 2011

For example, Facebook pages are often receptacles for customer complaints, yet this feedback does not get funneled into the same databases that compile information from areas such as call centers. Last year, I asked if we should fire marketing managers and hire community managers.

Company 21

Company Call Center Business Intelligence Metrics 21

Harvard Business Review

AUGUST 15, 2016

Insight Center. Measuring Marketing Insights. For example, if your customer feedback is organized around touchpoints within lines of business, survey employees who interact with customers at those same touchpoints, such as a call center conversation or an account signup. Sponsored by Google Analytics 360 Suite.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

MARCH 26, 2012

Packaged food companies like Kraft and Pepsi use their scale to penetrate markets quickly and efficiently. But the technologies that drove these coordination-related scale advantages are becoming increasingly cheaper and more pervasive. The corporations with the resources to coordinate these efforts enjoyed the benefits.

Porter 12

Porter Competitive Advantage Safe Harbor Efficiency 12

Harvard Business Review

JUNE 27, 2013

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Other companies pray that technology can save them. But technology for technology''s sake can end in disaster.

Innovation 8

Innovation Forrester Business Model Long-term 8