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. Genesys, a pioneer of customer experience and call center software, has offices across the globe, and it’s growing quickly, having acquired 10 companies since 2012.

Marketing 8

Marketing Strategy Hammer Media 8

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 11

P&L Banking Marketing Call Center 11

Harvard Business Review

JANUARY 12, 2016

They offer subscription opportunities at call centers, customer service touchpoints, and community events, or on their social media accounts. That’s where advocacy marketing, finding key influencers to help drive your message across, can help. Online and offline efforts have to mesh.

Technology 8

Technology Audience Call Center Licensing 8

Harvard Business Review

MARCH 25, 2015

years in 2013. 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. Then there is the “longevity paradox.” years in 1950 to 81.1

Insurance 8

Insurance Policies Productivity Products 8

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

APRIL 17, 2015

We also found that the professionals we spoke with at Accenture, in offices on three continents, consistently lauded the firm for its willingness to support innovations, from Accenture Development Partnerships to professional programs for First Peoples in Canada and support for call centers in native communities.

Innovation 8

Innovation Company Supply Chain Open-book 8

Harvard Business Review

NOVEMBER 6, 2015

Insight Center. The New Tools of Marketing. And tracking has become steadily more prevalent as marketing’s appetite for “big data” and “personalized” ad messages has grown from hunger to gluttony. See PageFair’s 2013 and 2014 reports). and 82% in the U.K. Sponsored by Percolate.

Advertising 8

Advertising CRM Long-term Short-term 8