Harvard Business Review

MARCH 4, 2011

Some retailers are responding with clever innovations. Research has linked high associate attrition with a poor technology environment. Doing this right will allow the CFO to keep the store as an asset on the balance sheet, not a liability — a move shareholders would surely reward. Big difference.

Retail 15

Retail Attrition CIO CFO 15

Harvard Business Review

JUNE 7, 2012

In my last post , I argued that you should start process innovation by asking front-line workers how to improve their jobs. It's not easy, to be sure, but some companies have managed to spur their employees to innovation by observing a few principles. Protect the Downside — Demonstrate a Commitment to Continued Employment.

Attrition 15

Attrition CFO Deming Outsourcing 15

Harvard Business Review

JUNE 7, 2012

In my last post , I argued that you should start process innovation by asking front-line workers how to improve their jobs. It's not easy, to be sure, but some companies have managed to spur their employees to innovation by observing a few principles. Protect the Downside — Demonstrate a Commitment to Continued Employment.

Attrition 11

Attrition CFO Deming Outsourcing 11

Harvard Business Review

OCTOBER 26, 2016

Instead she was ramping up mobile-banking operations—which competitors were also doing—and looking to experiment with something more innovative: partnerships with supermarkets and electronics stores that would allow FDM to set up kiosks within them. The next day, back in Istanbul, Sena met with Ahmet Ozan, the company’s CFO.

Case Study 8

Case Study CEO Banking Agility 8

Harvard Business Review

DECEMBER 28, 2016

Most CX programs are broken in similar ways: They are not designed with change or innovation in mind. Mistake #1: Forgoing change and innovation. If a score improves, that number is heralded and CX teams use it as evidence of innovation and improvement by the team. So where does it all go wrong?

Attrition 10

Attrition Metrics Net Present Value KPI 10