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Using AI To Augment Customer Service Agents

The Horizons Tracker

There is seldom a sector or field that is not undergoing some form of transformation at the moment, many at the behest of a tidal wave of digital technologies that are upending the traditional way of doing things. A helping hand. For instance, a recent study from Washington University in St.

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Shadow IT Is Out of the Closet

Harvard Business Review

Lines of business are now getting their own official technology budgets for non-standard software products. Done right, these have the power to win over skeptics, but all too often they lose momentum or offer additional lightweight technical functionality that is meaningless to business people.

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How Cloud Computing Is Changing Management

Harvard Business Review

Theories and practices of management often spring from the opportunities created by new technologies. Client-server technology begat enterprise resource planning systems, and the consequent system-wide visibility that was required for what we call business process management (BPM). How it effects product design and customer experience.

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A Kodak Moment to Reconsider the Value of IT

Harvard Business Review

With Kodak balancing on the precipice , a classic case study on the company offers powerful lessons that still resonate 20 years after it was written. It helps students see that Kodak did not understand or invest in the digital technologies that were to sweep away its business, a failure usually attributed to incumbent executive myopia.

CIO 8
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Why Verizon's iPhone Could Be Good for AT&T

Harvard Business Review

We call these people Cost Center Consumers, and they come in two flavors. Divas: These are high maintenance consumers who drive costs up after purchase. 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.

P&L 14
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Top 10 Sustainable Business Stories of 2012

Harvard Business Review

The Obama administration issued new standards to double the fuel economy of cars and trucks , and the National Resources Defense Council (an NGO) proposed using the Clean Air Act to reduce emissions from power plants by 25%. On May 26, Germany set a world record when it produced 50% of its electricity needs from solar power alone.

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Develop Your Company’s Cross-Functional Capabilities

Harvard Business Review

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 most important capabilities systems do not fall neatly into groupings designed many decades ago.