Harvard Business Review

JULY 19, 2016

These include improving data-mining operations, helping with training, and making structured, repeatable tasks and processes far more efficient and less costly. The cost of simply expanding the call centers was prohibitive. Even in this new information age, not everything requires the razzle-dazzle of AI.

Company 8

Company Insurance Call Center Bottom-up 8

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. With so many parts of the organization needing to come together to deliver on a customer journey, the CMO has to operate as the “glue” across the organization.

P&L 11

P&L Banking Marketing Call Center 11

Harvard Business Review

JUNE 16, 2016

The call center logs customer complaints. Insight Center. Operations in a Connected World. HP outfitted its printers in 2013 with wireless sensors that monitor ink levels and automatically trigger reorders before customers run out. Spot surveys become snapshots of limited customer input. Sponsored by Accenture.

Productivity 8

Productivity Products Wireless Technology 8

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. Investment in AI is growing and is increasingly coming from organizations outside the tech space.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

APRIL 7, 2016

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. Part of its success is that the company supports a collaborative work environment and boasts transparent operations from the top down.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

JUNE 27, 2013

In 2013, only 8% of the companies in this annual benchmarking survey received a top grade from their customers — and that''s a pathetically low number in comparison to the amount of professed innovation in the industry. Why haven''t we seen more and more companies earning excellent scores in Forrester''s Customer Experience Index ?

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

NOVEMBER 6, 2015

See PageFair’s 2013 and 2014 reports). Not coincidentally, in this time frame we also saw the explosion of what the trade calls adtech — a catch-all term for the collection of tools and practices behind behavioral advertising: behavioral targeting, deal ID, real-time messaging, clickstream data, retargeting, etc.

Advertising 8

Advertising CRM Long-term Short-term 8