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. While investment in AI is heating up, corporate adoption of AI technologies is still lagging.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

JUNE 16, 2016

Our research and client engagement experience has shown us that generating strong returns from the digital sensors, wireless communications devices, digital cameras installed in buildings and other smart, connected devices does not come down to writing big checks or being technologically savvy. The call center logs customer complaints.

Productivity 8

Productivity Products Wireless Technology 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. To hit P&L targets, for instance, the CMO at one technology company focused on shortening the sales cycle. And that really is on the backs of marketing.”

P&L 11

P&L Banking Marketing Call Center 11

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

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. Other companies pray that technology can save them. But technology for technology''s sake can end in disaster.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

APRIL 7, 2016

.” Such innovative solutions have paid off: Fortune magazine recently named Highfive to its list of the 10 Best Small Workplaces in Technology. 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

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