Call Center COO Innovation Operations 
Harvard Business Review
AUGUST 5, 2014
Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done. Companies across the spectrum are grappling with change as new technologies, innovations, and customer behaviors disrupt old business models.
Harvard Business Review
OCTOBER 26, 2016
Erkan Malas was FDM Turkey’s COO, and from the start he had chafed at Sena’s appointment and approach. Will we all be working out of call centers or supermarket kiosks next year? ’ Which was funny, because Erkan said the exact same thing to me last week!” ” Sophie didn’t look surprised.
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