Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. While investment in AI is heating up, corporate adoption of AI technologies is still lagging.

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

APRIL 20, 2017

Leaders need a clear-eyed way to think about how these technologies will specifically affect their organizations. Start with the work, not the “job” or the technology. For example, RPA will seldom replace the entire “job” of a call center representative. Re-envision the organization.

Supply Chain 10

Supply Chain Outsourcing Call Center Organization 10

Harvard Business Review

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. But so much of leadership is the soft stuff; how do we adapt that to the new fragmented, anonymous workforce? That work isn't somewhere else, it's anywhere.

Call Center 12

Call Center Offshoring Charisma Video 12

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. Exponential technology change. Work resembles today, with similar technological connections and work arrangements, relying heavily on regular full-time employment.

Human Resources 8

Human Resources Technology Globalization Trends 8

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

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. They pursue management challenges.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

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

MAY 5, 2016

” That clean-sheet perspective emboldened Intel’s leadership to abandon memory and focus on microprocessors. But more strategic responses identify the essential ensembles of people, processes, and technologies that provide the most valuable — and valued — user experience (UX) for customers and clients.

Levitt 8

Levitt Disaggregation Kaizen 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. As a leadership team, we wrestled with the company’s responsibility to its employees in the wake of a natural disaster. gece33/Getty Images.

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. Let people speak in their own words and capture emotional cues.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JANUARY 8, 2015

As the CEO of a British bank confided at last year’s World Economic Forum, “We all know it’s important to be empathic, but how do I galvanize 48,000 people in my UK operations — most of whom think that empathy is for wimps?” Enlightened leadership can create a more empathic culture.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8

Strategy Driven

DECEMBER 15, 2010

Ed holds a Master of Science degree in Operations Research and a Bachelors degree in Mathematics. Becca has also acted as the product marketing manager for a wide array of technology solutions. To learn more about SAS, its products and services, visit www.sas.com. She holds an MS in Management Sciences from the University of Maryland.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

MAY 8, 2017

Today AWS accounts for just 10% of Amazon’s $150 billion in revenue, but generates close to $1 billion in quarterly operating profit. In 2011 the board selected as the new CEO one of its own members, Heinrich Hiesinger, a Siemens executive with experience supplying technology to many industries.

Franchising 15

Franchising CEO Business Model Strategy 15