Harvard Business Review

OCTOBER 10, 2017

Our research into over 20,000 workers of all skill levels across U.S. Adaptive performance manifests as creativity, problem solving, grit, innovation, and citizenship. Three finance professors once asked more than 400 executives what they would do if their quarterly earnings targets were at risk. This is also true of executives.

Organization 9

Organization Tactics Call Center Metrics 9

Harvard Business Review

MARCH 23, 2012

The goal is simple: put the right people with the right skills in the right work. 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. Take Sprint.

Metrics 12

Metrics Parcell Call Center Productivity 12

Harvard Business Review

AUGUST 28, 2017

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. Even large digital natives such as Amazon and Google have turned to companies and talent outside their confines to beef up their AI skills.

Survey 9

Survey Execution First-mover Advantage Technology 9

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent.

P&L 8

P&L Banking Marketing Call Center 8

Harvard Business Review

NOVEMBER 4, 2011

Smart as a whip, she possessed impressive analytical skills and a tremendous drive to produce results. Leading innovation within today's organizations demands enlisting and mobilizing others since significant change will in all likelihood impact multiple organizational units.

Proposal 11

Proposal Cialdini Execution Influence 11

The Horizons Tracker

OCTOBER 25, 2023

Large Language Models (LLMs) such as ChatGPT are disrupting the finance world, as exemplified by Morgan Stanley’s experimentation with an OpenAI-powered chatbot to assist their financial advisors. As LLMs progressively permeate the finance industry, it is crucial to thoughtfully embrace and adapt to this transformative shift.

Finance 117

Finance Power Early Adopters Call Center 117

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. Matthew Eyring , Chief Strategy & Innovation Officer of Vivint Inc. The Transformation 10 Judges Chris Chadwick , former CEO of Boeing Defense.

Franchising 12

Franchising CEO Business Model Strategy 12