Harvard Business Review

AUGUST 28, 2017

And we expect at least a portion of current AI piloters to fully integrate AI in the near term. With the AI field recently picking up its pace of innovation after the decades-long “AI winter,” technical expertise and capabilities are in short supply. There’s no one-size-fits-all AI solution.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. To increase diversity at senior executive levels, more must be known about one group in particular: women of color in midlevel leadership, who successfully developed and progressed beyond individual contributor and first-line management.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

MAY 2, 2012

Even Apple, known for its culture under Steve Jobs that famously resisted allowing customers or outside developers to alter any of its platforms, finally bowed to a growing reality. Research has shown that by doing so, some customers develop a particularly strong connection with the company. Let customers create their own experience.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

MAY 17, 2011

The bar for usability is very high in developed markets because of an abundance of choice and competition. Ironically, the usability test in the BOP is often even higher precisely because the poor remained below the radar of multinational corporations for so long. The same is increasingly true in developed economies. In the U.S.,

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

Harvard Business Review

AUGUST 31, 2016

Debates about consumer privacy have largely missed the fact that firms’ ability to develop a better understanding of consumers also impacts workers’ day-to-day experiences, their job security, and their financial well-being. This concept has a long history in retail. This effect of data collection is often overlooked.

Retail 8

Retail Software Long-term Technology 8

Harvard Business Review

JULY 19, 2013

I experienced a similar asymmetry when a credit-card company informed me that the terms and conditions for claiming hotel rewards had changed. If a call center is busy, don''t tell customers the hold time is five minutes and then, after four minutes (as higher-priority customers enter the queue), revise that to 10 minutes.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

NOVEMBER 6, 2015

Insight Center. Yet ad blockers have been around almost as long as online advertising — certainly as long as we’ve had browser add-ons and extensions. When you go to a website, you’re looking for what publishers call “content,” which could be almost anything. The New Tools of Marketing.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

DECEMBER 18, 2013

Sodexo developed both a mobile-optimized career site and an app to pull together information about the company’s recruiting efforts into one easy-for-Millennials-to-access place. An HBR Insight Center. The American Way of Hiring Is Making Long-Term Unemployment Worse. Mobile Recruiting Apps. We Can Now Automate Hiring.

Company 12

Company Media Engineering Software 12

Harvard Business Review

FEBRUARY 3, 2016

By making such a bet, IBM will face much greater resistance than Gerstner faced, both internally (business units protecting turf) and externally (investors decrying the poor short-term results and future risks). Insight Center. Develop a portfolio of capabilities with different risk/return profiles. Sponsored by Accenture.

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

MARCH 21, 2018

Recognizing that its long history of making French yogurt could be turned into a market advantage, it embraced a traditional French method in which yogurt is cultured and sold in small individual glass pots. It’s a level of personalization that few companies ever attain. Under Armour, Inc. offers a good example.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

JUNE 20, 2014

But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. In our experience, there are specific steps CEOs and CMOs can take to develop a working relationship that is dynamic and useful. Develop—and stick to—a marketing blueprint. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

AUGUST 14, 2018

The most likely near-term scenario we’ll see are various forms of spatial segregation: Self-driving cars will operate in some areas and not others. Robotaxis also point to a way in which humans can support self-driving technology while avoiding the human zone-out problem by interacting with call centers.

Technology 8

Technology Environment Operations System 8

Harvard Business Review

JUNE 27, 2013

Consider the multinational auto insurance company that invested in a new mobile app and expensive back-end integration to connect customers in an emergency with a call center agent. Forrester defines customer experience innovation as: The creation of new customer experiences that drive differentiation and long-term value.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

AUGUST 8, 2013

A quick scan of the list indicates that all 100 organizations are located in developed countries. From this list, some readers may infer that innovation is largely the realm of engineers and scientists working in developed countries for large companies, assuming that innovators from countries such as India and China don''t matter after all.

Engineering 8

Engineering Globalization Innovation Marketing 8

Harvard Business Review

OCTOBER 19, 2016

If you’re using any of these vendors’ offerings, before long it will probably be harder to avoid cognitive features than to use them. It has a “10-10-10” development approach, in which the goal is to build a rough cognitive application in 10 hours, customize it in 10 days, and go live within 10 weeks.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

NOVEMBER 26, 2015

This approach to employment allows leaders to predict and control what will come out of the job, at least in the short term. One of the chief features of being human is our longing for opportunities to be valued as our authentic selves. But this approach doesn’t produce the most productive, innovative work environment.

Power 8

Power Outsourcing Self-aware Airlines 8

Skip Prichard

OCTOBER 14, 2019

Appletree Answers is a call center company created through a “roll up” of smaller companies. For example, Mark Donohue, Founder and CEO of LifeGuides, a Public Benefit Corporation, observed that a significant amount of suffering, even in a developed economy like the U.S., They don’t sacrifice higher values for lower ones.

How To 83

How To Simon Learning-by-Doing Organization 83

Harvard Business Review

APRIL 12, 2012

In Adam Smith's terms, we do not employ them. In fact there are already dozens of developers working on customer empowerment, through a new category of tools called VRM, for Vendor Relationship Management. My own involvement in this movement is through ProjectVRM , at Harvard's Berkman Center , which I've led since 2006.). (My

CRM 14

CRM Advertising Call Center Business Intelligence 14

Harvard Business Review

APRIL 13, 2017

We’re defining AI here as a broad term that loosely refers to computers that can perform tasks that once required human intelligence. But this can allow a malicious intruder, masquerading as a bot, to gain access to systems for long periods of time — and go largely undetected.

Technology 9

Technology System Learning-by-Doing Video 9

Harvard Business Review

APRIL 18, 2011

That may not be a good thing: as Forrester analyst Paul Hagen writes in his post analyzing the growth of "Chief Customer Officers," some observers worry it's simply the latest fad, a flavor-of-the-month management fix that will have limited long-term impact. The focus on experience is also a function of economic development.

Organization 13

Organization Forrester Bottom-up Short-term 13

Harvard Business Review

MAY 13, 2015

Doing this, in turn, will help them build more purposefully direct, longer term relationships with consumers and create more sustainable value. Above all, the goal cannot be one-time interaction, it should be meaningful long-term engagement and ideally opportunities for what Seth Godin, back in 2008, called “ Permission Marketing.”

Brand 8

Brand Disintermediation Media Metrics 8

Harvard Business Review

AUGUST 19, 2013

A presentation developed for a conference does not produce much value until it is actually presented, an event which may occur weeks or months after the document is completed. Reinventing Corporate IT An HBR Insight Center. Value realization is displaced in time from the act that initiated the value. IT Doesn''t Matter (to CEOs).

CTO 8

CTO Franchising CIO Short-term 8

Harvard Business Review

DECEMBER 20, 2012

The classic example, says Jim Ware, the founder of The Future of Work, are call-center workers who are being evaluated by how efficient they are in terms of the average length of their customer calls. The natural tendency in the virtual workplace is to rely on various metrics to assess employee performance.

Metrics 8

Metrics System Environment Comparison 8

Harvard Business Review

MARCH 17, 2016

Organizations and workers balance long-term bets and flexibility under uncertainty by engaging automation to adapt to frequent changes and rapid skills obsolescence. This quadrant might include call centers operated with traditional employees but in remote locations or working from home, like JetBlue’s.

Human Resources 8

Human Resources Technology Globalization Trends 8

Harvard Business Review

NOVEMBER 9, 2016

To be sure, these roadblocks to further trade and investment will damage Mexico’s economy in the short and medium terms. However, I fear that Mexico continuing its existing trade-based economic strategy will not necessarily produce different results in the long term — as it wouldn’t for any other developing country.

Cooper 14

Cooper Long-term Industry Health Care 14