Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

DECEMBER 13, 2013

I spent more than four hours listening in to client support calls at the call center. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job. So, what I do on my first day? I see this all too frequently.

Call Center 12

Call Center Learning-by-Doing CEO Planning 12

Harvard Business Review

DECEMBER 6, 2017

You can use old technology like a land line to enter your SSN or you can relay it to a call center employee in India who can verify it. For instance, based on your credit score, profession, age group, or zip code, marketers infer that you fit into specific marketing demographics. The SSN is easy and low tech.

Crisis 9

Crisis Insurance Technology Credit Scoring 9

Harvard Business Review

JUNE 2, 2014

You have front-line employees who create what you sell or who deal directly with customers: software developers, sales reps, call-center staffers, and so on. You also have support staff, including the people in marketing, finance, HR, and other functions.

Cost 12

Cost Span of Control Management Bureaucracy 12

Harvard Business Review

MAY 5, 2016

Stagnant growth in its core PC market recently led Intel to announce layoffs of roughly 12% of its workforce. The company will also eliminate a key chipset in the difficult tablet and smartphone market. This clean-sheet customer experience prioritization over more traditional call center KPIs had a huge effect.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Decker Communication

NOVEMBER 21, 2019

Leadership is something that’s required at every level of an organization—from a new call center associate to a department head. Being a leader today is more difficult than ever because it means being excellent at something—communications— that transcends the traditional business skills in finance, marketing, or strategy.

Decentralization 81

Decentralization Blanchard IPO Call Center 81

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Have you reinvented your core processes to the same degree?

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. So early on, Finance and HR collaborated to simplify the process, reducing the number of data metrics.

Metrics 12

Metrics Parcell Call Center Productivity 12

Harvard Business Review

AUGUST 28, 2017

Thirty percent of early AI adopters in our survey — those using AI at scale or in core processes — say they’ve achieved revenue increases, leveraging AI in efforts to gain market share or expand their products and services. Furthermore, early AI adopters are 3.5 There’s no one-size-fits-all AI solution.

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

MAY 8, 2017

In a study of S&P 500 and Global 500 firms, our team found that those leading the most successful transformations, creating new offerings and business models to push into new growth markets, share common characteristics and strategies. The same was true of Adobe’s Shantanu Narayen. The result was the Booking.com platform.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

FEBRUARY 9, 2011

We call these people Cost Center Consumers, and they come in two flavors. They tie up your call centers, incur costly returns, and generate other costs that occur below the gross margin line, which is harder to see. Divas: These are high maintenance consumers who drive costs up after purchase.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

AUGUST 31, 2018

They were employed in midlevel to upper-midlevel management positions in strategy, finance, marketing, legal, operations, and technology functions. The participants were American women whose racial and ethnic identity was African American/black, Asian American, Latin/Hispanic, or any combination of these races and ethnicities.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

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 99

Finance Power Early Adopters Call Center 99

Harvard Business Review

MAY 2, 2012

Everyone from product managers, to call center reps, to the front-line worker in the branch or store uses information to make decisions. When Bill in Finance generates his monthly Top Line report, Craig in Marketing can leave a comment on the "Revenue" column inquiring, "Is this billed revenue or booked revenue?"

Business Intelligence 13

Business Intelligence Budgeting Report Library 13

Harvard Business Review

APRIL 27, 2015

Moreover, Twitter is used by virtually all big Western companies either for marketing or to respond to customers—and sometimes both. call centers). The energy, finance, and technology sectors tend to tweet using a male-biased tone of voice. How do you measure empathy on social media?

Company 8

Company Airlines Brand Analysis 8