Call Center Maturity Operations Technology 
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?
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.
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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. But as start-ups mature, the grow-at-all-cost narrative will be replaced by a flight to capital efficiency and profitability.
Harvard Business Review
OCTOBER 26, 2015
I believe that industry consolidation may be the death throes of mature industries as they struggle to compete with America’s return to a more entrepreneurial, craft economy. For a long time, technology gave big players a competitive advantage because no one else could afford to be big.
Harvard Business Review
AUGUST 19, 2013
This perspective created the industrial economy lens through which most managers perceive their operations. IT professionals need to recognize and embrace the Serendipity Economy in order to better understand the impact of technology investments, improve employee engagement and drive business transformation. This can''t be forecasted.
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