Harvard Business Review

OCTOBER 10, 2017

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 This call center employed all the best practices of the day: A psychologist created scripts of talking points.

Organization 13

Organization Tactics Call Center Metrics 13

Harvard Business Review

MAY 17, 2011

Prahalad, put it there), the struggle to understand its role as a market and as a source of innovation continues. Yes, there are notable examples of BOP innovation from global corporations (such as the GE portable ECG machine ) and emerging market companies (such as the Chotukool refrigerator) that have broken through in global markets.

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

Harvard Business Review

JANUARY 12, 2016

Some innovative local governments have realized this and are using technology and a customer-focused mind-set to innovate and better serve citizens, whether for setting up a business or renewing a driver’s license. The ones who are really innovating aim bigger. Insight Center. Innovation in Cities.

Technology 8

Technology Audience Call Center Licensing 8

Harvard Business Review

NOVEMBER 29, 2017

In the end, we offered an aid package of $10,000 to people who lost homes and $1,000 to displaced employees under the premise that the company’s strength and innovation rests on the long-term tenure of its people, offsetting short-term financial impact. But we needed to meet immediate needs, too.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

JULY 19, 2013

What is markedly different about the company is these rates are only available through the Getaroom.com call center. Others travel sites outsource their call centers overseas and really push all interactions to be electronic. We built a U.S.-based Design a sound business model.

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

Harvard Business Review

FEBRUARY 3, 2016

By making such a bet, IBM will face much greater resistance than Gerstner faced, both internally (business units protecting turf) and externally (investors decrying the poor short-term results and future risks). Insight Center. To address medium-term opportunities, IBM formed partnerships with hospitals (e.g.,

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

OCTOBER 13, 2014

Say you introduce an innovative new customer-relationship-management (CRM) tool for your sales force, and revenue increases by 15%. In a test given at the end of the month-long training program, employees in the first and second groups respectively performed 22.8% The change is a success, right? Maybe or maybe not.

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

NOVEMBER 26, 2015

This approach to employment allows leaders to predict and control what will come out of the job, at least in the short term. But this approach doesn’t produce the most productive, innovative work environment. One of the chief features of being human is our longing for opportunities to be valued as our authentic selves.

Power 8

Power Outsourcing Self-aware Airlines 8

Harvard Business Review

JUNE 4, 2015

I and others believe that the recession may have precipitated or accelerated certain long-term changes in employment patterns that will mean slower job creation, lower total returns to labor, higher skill requirements, and issues with income inequality. million, were the largest in U.S. manufacturing output.

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

MARCH 21, 2018

Recognizing that its long history of making French yogurt could be turned into a market advantage, it embraced a traditional French method in which yogurt is cultured and sold in small individual glass pots. Using predictive analytics, Hertz suggests deals based a customer’s propensity to accept certain offers over others.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

JUNE 20, 2014

When Deborah DiSanzo took over as CEO of Philips Healthcare in May 2012, she knew that engineering would continue to drive innovation. When properly formulated, the plan not only tracks progress on near- and medium-term goals but also tracks long-term corporate health. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

APRIL 13, 2017

We’re defining AI here as a broad term that loosely refers to computers that can perform tasks that once required human intelligence. As with any innovative new technology, there are positive and negative implications. A cognitive system can perceive and infer, reason and learn.

Technology 9

Technology System Learning-by-Doing Video 9

Harvard Business Review

AUGUST 19, 2013

Industrial age measures can''t evaluate Serendipity Economy results, leaving its outcomes like invention and innovation, process improvements, and new businesses relegated to the evidence of anecdote. Reinventing Corporate IT An HBR Insight Center. The measure of value requires external validation. IT Doesn''t Matter (to CEOs).

CTO 8

CTO Franchising CIO Short-term 8

Harvard Business Review

JUNE 7, 2016

One of the great innovations in business, which has held sway since 1976, is the idea that professional managers should have an owner’s mindset—that is, they should treat their company’s money as if it were their own. Clearly, an owner’s mindset alone can lead to unintended and potentially value-destroying behaviors.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Harvard Business Review

MARCH 17, 2016

Organizations and workers balance long-term bets and flexibility under uncertainty by engaging automation to adapt to frequent changes and rapid skills obsolescence. This quadrant might include call centers operated with traditional employees but in remote locations or working from home, like JetBlue’s.

Human Resources 8

Human Resources Technology Globalization Trends 8

Harvard Business Review

NOVEMBER 9, 2016

To be sure, these roadblocks to further trade and investment will damage Mexico’s economy in the short and medium terms. However, I fear that Mexico continuing its existing trade-based economic strategy will not necessarily produce different results in the long term — as it wouldn’t for any other developing country.

Cooper 14

Cooper Long-term Industry Health Care 14