Strategy Driven
DECEMBER 3, 2019
These new capabilities connect to the work we’ve done over the past several decades inside our enterprises to automate processes with tools — such as accounting systems, supply chain, call center, and such. Levine is an expert on lean and agile software development and information technology. About the Author.
Harvard Business Review
OCTOBER 10, 2011
At one financial services firm, for example, call center analytics showed spike after spike of negative customer satisfaction numbers. The only thing more surprising — and more disappointing — is how unwilling or unable so many senior executives are about asking simple questions about the analytics they see.
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Harvard Business Review
DECEMBER 2, 2013
On the executive team you have marketing, sales, technology, and service. Retailers have stores, call centers, and e-commerce. Technology and teamwork — with your customers, staff, CEO, peers, and partners – will give you the superpowers you need to create extraordinary results. What’s your superpower story?
Harvard Business Review
JULY 19, 2016
.” When the company upgraded its commercial insurance line for small businesses a few years ago, the agents jammed internal call centers with questions about how the policies worked and how to set sales quotes. The cost of simply expanding the call centers was prohibitive.
Harvard Business Review
AUGUST 5, 2015
The median age is 24, and local universities produce over 130,000 graduates in information technology and engineering each year. Generations of Filipinos have been raised on Hollywood movies, Friends , the NBA, and of course, Facebook. Most are skilled in the more ubiquitous programming languages and producing iOS and Android apps.
Harvard Business Review
MARCH 26, 2012
Where producing a product in a Chinese plastic extrusion plant in China used to require people on the ground brokering deals, proprietary information systems, and the ability to guarantee substantial volume, today it requires only Alibaba.com. The competitive advantages of scale are being commoditized. So what's the solution?
Harvard Business Review
DECEMBER 6, 2012
Chris Plescia, Marketing, Collaboration and Corporate Internet Solutions BSA Leader, told me that they are moving from an information "push" environment — sending out lots of messages on things workers need to know — to a "pull" environment, where workers search for information they need, get answers to questions, or access services.
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