Strategy Driven

APRIL 24, 2014

This is leadership! Appreciate their intelligence, their skill sets, what they’re doing for you, who they are, and both uphold and protect their dignity. Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced.

Development 59

Development Team Loyalty Due Diligence 59

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 9

P&L Banking Marketing Call Center 9

Harvard Business Review

OCTOBER 10, 2017

Our research into over 20,000 workers of all skill levels across U.S. 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. Building Balanced Cultures.

Organization 10

Organization Tactics Call Center Metrics 10

Decker Communication

NOVEMBER 21, 2019

Those were the words of the leader of one of our multi-billion dollar clients, which accents the amazing changes in leadership over the last 40 years. . As we close out the decade, let’s look at how leadership has become decentralized and team-oriented. The Days of Centralized Leadership in Business are Long Gone. .

Decentralization 81

Decentralization Blanchard IPO Call Center 81

Harvard Business Review

JULY 19, 2011

Like Samsung, we have found it critical to establish leadership in home markets first, we place a similar importance on mixing local and global talent, and we faced the same cultural integration challenges. These include forging new business strategies, marketing new products, and developing African growth strategies.

Venture Funding 12

Venture Funding Banking Participative Globalization 12

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. How People Get Ahead. What were the critical events, and what lessons did they learn?

Management 11

Management Tacit Knowledge Diversity Leadership Pipeline 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 14

Franchising CEO Business Model Strategy 14

Harvard Business Review

NOVEMBER 29, 2017

It tested our crisis management and leadership skills beyond what we could have foreseen or prepared for, demonstrating that in a large-scale crisis, it’s how you react to its real-time situations that determines the speed at which you can begin to rebuild. Here’s how we did it. The First Crisis: Employees.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

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. Without support from leadership, your AI transformation might not succeed.

Survey 10

Survey Execution First-mover Advantage Technology 10

Harvard Business Review

APRIL 17, 2015

While there are some factors that make social innovation more likely than not — such as intrapreneurs who will champion them — Davis and White find that competing for talent, strong brands, and leadership transitions all correlate with stronger social initiatives.

Innovation 8

Innovation Company Supply Chain Open-book 8

Harvard Business Review

DECEMBER 6, 2012

A second major trend in the world of work is that low-skilled jobs are going away due to automation, while all jobs are becoming more analytical as " big data " provides workers with more information to make decisions. One success story occurred when a front-line associate in a call center posted online she didn't like a new process.

Process 8

Process Examples Strategy Six Sigma 8

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. Given the skills, location and mobility of this work force, how should these resources be allocated most effectively?

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

MARCH 17, 2016

Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. All-inclusive global talent market. 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