Harvard Business Review

JANUARY 28, 2015

The CMO and COO are the natural partners for turning this around. If it’s all about the operations then you lose sight of the customer. ” While the CMO and COO have a good track record of collaborating in certain areas, a certain tension has long defined the relationship.

COO 8

COO Planning Metrics Call Center 8

Surviving Leadership

OCTOBER 29, 2018

There is a noticeable focus on “culture” lately, whether the topic is recruiting, engagement, development, retention, what have you. At this meeting, employees heard from the CEO, CHRO, General Counsel, COO, CFO, CMO, and any business leaders spearheading a major initiative. It’s all good stuff to discuss.

CFO 58

CFO P&L Call Center COO 58

Harvard Business Review

AUGUST 5, 2014

That means churning through data to find insights that others haven’t seen and then developing the organizational capability to act on them faster and better to drive above-market growth. Design the right strategies and processes to carry out the vision in a multichannel world. Customer journeys are complex and crisscross the organization.

P&L 9

P&L Banking Marketing Call Center 9