Harvard Business Review

OCTOBER 10, 2017

The second type, known as adaptive performance , is how effectively your organization diverges from its strategy. Adaptive performance manifests as creativity, problem solving, grit, innovation, and citizenship. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

AUGUST 28, 2017

While it’s clear that CEOs need to consider AI’s business implications, the technology’s nascence in business settings makes it less clear how to profitably employ it. They add that strong support comes not only from the CEO and IT executives but also from all other C-level officers and the board of directors.

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

MARCH 23, 2012

How can we detect the need for change? How can we share insights and innovations that allow our employees to be more productive? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. Asking those questions is the first step.

Metrics 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

MAY 8, 2017

Before describing those, let’s look at how we identified the exceptional firms that rose to the top of our ranking, a group we call the Transformation 10. That knowledge helped them understand how to make change happen inside an organization. Matthew Eyring , Chief Strategy & Innovation Officer of Vivint Inc.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

APRIL 13, 2017

From self-driving cars to drones to automated business operations, this technology has the potential to enhance productivity, direct human talent on critical issues, accelerate innovation, and lower operating costs. As with any innovative new technology, there are positive and negative implications.

Technology 9

Technology System Learning-by-Doing Video 9