Surviving Leadership

OCTOBER 29, 2018

I also truly appreciated some of the business practices that leadership followed that I have missed in other organizations, including ones highlighted in McCord’s book. This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own.

CFO 58

CFO P&L Call Center COO 58

Harvard Business Review

JULY 19, 2011

While it may not be intuitive to global readers, I see many similarities between Samsung's transformation from local leader in Korea to major player on the world stage and our own journey in building the United Bank for Africa into a group that operates in 20 countries and on three continents.

Venture Funding 12

Venture Funding Banking Participative Globalization 12

Harvard Business Review

AUGUST 5, 2014

To have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership. 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.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

APRIL 20, 2017

For example, RPA will seldom replace the entire “job” of a call center representative. Certain tasks, such as talking a client through their frustration with a faulty product or mishandled order will, for now, remain a human task. Optimizing RPA can only be done when the work is deconstructed.

Supply Chain 10

Supply Chain Outsourcing Call Center Organization 10

Harvard Business Review

AUGUST 15, 2016

The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Organizational barriers are often the culprit. You and Your Team Series.

Survey 8

Survey Retail System Automotive 8

In the CEO Afterlife

SEPTEMBER 24, 2012

One day a year, I worked in various jobs within our coffee roasting operation, side-by-side with union employees. I didn’t realize it at the time, but this humanized me. If you don’t have a factory, work in the store or the call center or the warehouse or. Maybe they’ll work for you or for your CEO.

CEO 207

CEO Chief Executive Officer Business Model Competitive Advantage 207

Harvard Business Review

MARCH 17, 2016

Important clues are emerging from a unique consortium of human resource executives and other leaders. Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. How can leaders navigate this new digital work ecosystem?

Human Resources 8

Human Resources Technology Globalization Trends 8