Next Level Blog

MARCH 12, 2019

So a senior director in operations might hang out with the company CFO for the day or a VP in IT might sit in with the CEO. It’s a great opportunity for the rising leaders to broaden their perspective and observe what it’s like to operate as a senior executive.

How To 157

How To CFO Teamwork Learning-by-Doing 157

Surviving Leadership

OCTOBER 29, 2018

At this meeting, employees heard from the CEO, CHRO, General Counsel, COO, CFO, CMO, and any business leaders spearheading a major initiative. This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own.

CFO 58

CFO P&L Call Center COO 58

Harvard Business Review

JANUARY 28, 2015

If it’s all about the operations then you lose sight of the customer. For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction.

COO 8

COO Planning Metrics Call Center 8

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. Will we all be working out of call centers or supermarket kiosks next year?

Case Study 8

Case Study CEO Banking Agility 8