Harvard Business Review

NOVEMBER 29, 2012

And the bottom dropped out of the Indian outsourcing industry, which contracted as much as 80% while the Indian firm Aegis outsourced its call center — to Dallas. All of which points to a 2013 that looks nothing like 2012. FINANCING THAT VACATION HOME IN VANUATU.

Outsourcing 8

Outsourcing GDP Bottom-up Call Center 8

Harvard Business Review

SEPTEMBER 15, 2014

More US bank branches closed in 2013 than ever before. Branches in the US accounted for roughly three-quarters of primary new account openings in 2013. Finance Internet Retail' More than 85% of retail banking transactions are now digital. The bank branch is “going south,” mobile-banking entrepreneur Brett King said to CNBC.

Banking 10

Banking Retail Open-book Finance 10

Harvard Business Review

AUGUST 28, 2017

Total investment (internal and external) in AI reached somewhere in the range of $26 billion to $39 billion in 2016, with external investment tripling since 2013. For example, the AI techniques implemented to improve customer call center performance could be very different from the technology used to identify credit card payments fraud.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

AUGUST 5, 2014

McKinsey’s DataMatics 2013 survey shows that companies that use customer analytics extensively are more than twice as likely to generate above-average profits as those that don’t. The CMO also worked with the finance office and product managers to link pricing and benchmark data into the RFP process, which improved quality and response times.

P&L 11

P&L Banking Marketing Call Center 11

Harvard Business Review

APRIL 27, 2015

A witty comment or botched response on Twitter can travel to Facebook and even news websites in minutes (think of the Oreo tweet during the Superbowl blackout of 2013 ). call centers). The energy, finance, and technology sectors tend to tweet using a male-biased tone of voice.

Company 8

Company Airlines Brand Analysis 8