The Horizons Tracker

JULY 15, 2019

A recent report from Deloitte highlighted how customer service has transitioned from the cost center of old, and the most sophisticated companies now aim to create experiences that delight customers and turn them into loyal devotees of the brand.

Technology 44

Technology Cost Center Comparison Discount 44

Harvard Business Review

FEBRUARY 2, 2016

On the other hand, they are set up as cost centers and service bureaus, mandated to meet the needs of all their constituents as rapidly as possible under the ceiling of their budget. The IKEA product design process involves design, sourcing, shipping, manufacturing, and customer insight.

Development 8

Development Supply Chain Incentives Outsourcing 8

Harvard Business Review

FEBRUARY 22, 2012

Typically an in-house cost center, service is usually viewed as a necessary evil and constantly targeted for "efficiency." Over time, notable service firms built outsourcing capacity in India, Malaysia, Singapore and elsewhere to allow any firm to have a global service workforce at low cost. More on that in future posts.).

Participative 14

Participative Decentralization Globalization Cost Center 14