Harvard Business Review

MARCH 21, 2018

That’s because the “loyalty era” of marketing, as we’ve known it, is waning. market alone, companies are losing $1 trillion in annual revenues to their competitors because they are not consistently relevant enough. In fact, consumer research we’ve worked on at Accenture shows that in the U.S.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

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

JUNE 27, 2013

"Innovation" has become a buzzword in the customer experience field. In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Sixty-four percent have allocated time to innovation activities.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

APRIL 7, 2016

Or, as it turns out, even the vicinity of 1455 Market Street, the address of Uber’s San Francisco headquarters. Following are three such innovative approaches for connecting with top talent. Geofilters become available when a user is in a specific location — think Athens, Greece, or Morristown, New Jersey.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

AUGUST 28, 2017

While it’s clear that CEOs need to consider AI’s business implications, the technology’s nascence in business settings makes it less clear how to profitably employ it. While investment in AI is heating up, corporate adoption of AI technologies is still lagging. Furthermore, early AI adopters are 3.5

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

MAY 2, 2012

The idea that customers can't or shouldn't participate much in the innovation process is one barrier to creativity that companies are rapidly knocking down. The ability to make it easy for customers to alter products to better meet their needs is not confined to technology firms. Rethink your innovation competencies.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

AUGUST 5, 2015

The Southeast Asia city’s rapid growth echoes the story of the so-called “unicorns” — technology start-ups that rapidly grew to a billion-dollar valuation and beyond. Technology start-ups are the Philippines’ latest customers, and more are flocking to the country’s beach-laden shores each year.

Outsourcing 8

Outsourcing Technology B2B GDP 8

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. Independent of any altruistic motives, engaging with the BOP can help designers and innovators gain insight into the following three key issues: 1. In the U.S.,

Prahalad 14

Prahalad Business Model Early Adopters Innovation 14

Harvard Business Review

MAY 20, 2011

The only real way to grow sales and profits is to create innovative offerings with some "must haves" that define new categories or subcategories for which competitors are not relevant. Proprietary technology. Ongoing innovation. Here are some twelve routes to real barriers the last six of which involve the brand. Brand networks.

Aaker 15

Aaker Henderson Brand Competitive Advantage 15

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

FEBRUARY 3, 2016

Twenty years ago, Louis Gerstner transformed IBM by emphasizing consulting and technology services — not just technology — to solve customer problems. Insight Center. How technology is changing the way we work. Can the elephant dance again? Corporate Culture for a Digital World. Sponsored by Accenture.

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

OCTOBER 10, 2017

Adaptive performance manifests as creativity, problem solving, grit, innovation, and citizenship. military says, volatility, uncertainty, complexity, and ambiguity , where technology and strategy changes rapidly. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve

Organization 12

Organization Tactics Call Center Metrics 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

Harvard Business Review

MARCH 25, 2015

Faced with such dramatic shifts in their market, many insurers have fallen into the classic trap of trying to figure out how to sell their existing products, rather than creating new sales engagement models that focus on customers’ real needs. Client protection, investment, and retirement needs vary across life stages and demographics.

Insurance 8

Insurance Policies Productivity Products 8

Harvard Business Review

MARCH 26, 2012

In the game of innovation, there is next to no time to rest. Packaged food companies like Kraft and Pepsi use their scale to penetrate markets quickly and efficiently. In the past three decades, managers have embraced off-shoring, outsourcing, and open innovation. Consider Porter's value chain. So what's the solution?

Porter 12

Porter Competitive Advantage Safe Harbor Efficiency 12

Harvard Business Review

DECEMBER 6, 2012

This is to say that you don't have to wait until the end of the decade for some breakthrough technology to emerge; it's already here, albeit in bits and pieces. One success story occurred when a front-line associate in a call center posted online she didn't like a new process. Process Strategy 2.0

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

JUNE 20, 2013

Most of us are familiar with them as marketing gimmicks: "robot barf" in the corners of ads. This will prove far more useful than today''s CRM techniques, which are conversational only in the scripted and controlling manner of call centers. Innovations in Digital and Mobile Marketing An HBR Insight Center.

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

NOVEMBER 29, 2017

last month, destroying 4,658 homes, 94 commercial buildings, and displacing tens of thousands of people, Keysight Technologies was in the direct path of the disaster. We set up a makeshift relief center to provide phone chargers, underwear, bottled water, and other basics. gece33/Getty Images. When fire swept through Santa Rosa, Calif.,

Crisis 8

Crisis Long-term Short-term Crisis Management 8

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. Insight Center. Measuring Marketing Insights. Turning data into action.

Survey 8

Survey Retail System Automotive 8

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. Matthew Eyring , Chief Strategy & Innovation Officer of Vivint Inc.

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. Redbox, the innovator whose DVD dispenser machine rents DVDs for $1 per day, had also grown quite rapidly.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? 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.

Metrics 12

Metrics Parcell Call Center Productivity 12

Strategy Driven

DECEMBER 15, 2010

SAS – Providing organizations with THE POWER TO KNOW ® SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Becca has also acted as the product marketing manager for a wide array of technology solutions.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

DECEMBER 2, 2013

If you want to win their hearts and minds, you have to master the latest technology, assimilate vast quantities of data, engage and delight your customers, and deliver products and services that surpass expectations. And yet today’s top marketers are combining technology and teamwork to generate extraordinary results.

Marketing 12

Marketing Teamwork Technology Information Technology 12

The Horizons Tracker

OCTOBER 25, 2023

Private equity firms and insurers were among the early adopters, utilizing these innovations for investment pre-screening and claims automation. In call centers of major software companies, chatbots improved the productivity and quality of underperforming workers more significantly than that of “superstars.”

Finance 105

Finance Power Early Adopters Call Center 105

Harvard Business Review

MAY 5, 2011

Understanding customers has never been more important as empowered, fickle consumers take less notice of your marketing campaigns, listening instead to the experience of other customers, online and offline, and doing their own research. We're guessing not as well as you would like to. and not as well as you'll need to in the future.

Brand 15

Brand Survey Call Center Sample 15

Harvard Business Review

FEBRUARY 7, 2013

Driven by the ever-lower costs of global communication and online collaboration tools, Henry Ford's vertically integrated organization is yielding to Procter & Gamble's network of external innovators. That's essential to tweaking products and marketing campaigns — or overhauling them when necessary.

Organization 8

Organization Supply Chain Team Outsourcing 8

Harvard Business Review

MARCH 17, 2016

All-inclusive global talent market. Exponential technology change. The CHREATE teams developed a topography based on the degree of the democratization of work (the impact of the first three trends above on an organization) and the degree of technological empowerment (the impact of the latter three trends), shown in the figure below.

Human Resources 8

Human Resources Technology Globalization Trends 8

Harvard Business Review

NOVEMBER 9, 2016

While it’s understandable that stock and currency markets would react this way to the outcome of the election, I believe that it’s somewhat of an overreaction. The price of steel is set in international markets and is subject to high cyclical variations. They supported world-class research and innovation locally.

Cooper 14

Cooper Long-term Industry Health Care 14