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. 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 19, 2016

I’m teaching a new course this semester on cognitive technologies (AKA artificial intelligence) to Babson MBAs. Many of them are new to this set of technologies, and seeing the topic through my students’ eyes has made me realize how overwhelming it can be. Insight Center. The Automation Age. Sponsored by KPMG.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

OCTOBER 10, 2017

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

Organization 11

Organization Tactics Call Center Metrics 11

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 14

Prahalad Business Model Early Adopters Innovation 14

Harvard Business Review

MAY 2, 2012

The ability to make it easy for customers to alter products to better meet their needs is not confined to technology firms. Mid-tech, low-tech and no-tech firms have been doing the same thing for a long time with enablers such as toolkits or modular products that allow add-on's and customization.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

AUGUST 31, 2016

But in addition to the concerns retail tracking raises for consumers , these technologies have serious implications for workers. This concept has a long history in retail. But new retail technologies may diminish the value of workers’ customer knowledge, in two ways. This effect of data collection is often overlooked.

Retail 8

Retail Software Long-term Technology 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

JUNE 27, 2013

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. Other companies pray that technology can save them. But technology for technology''s sake can end in disaster.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

NOVEMBER 6, 2015

Insight Center. The New Tools of Marketing. Yet ad blockers have been around almost as long as online advertising — certainly as long as we’ve had browser add-ons and extensions. For example, look for new ways of setting terms of engagement that we each assert in our dealings online. As did use.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

AUGUST 31, 2018

They were employed in midlevel to upper-midlevel management positions in strategy, finance, marketing, legal, operations, and technology functions. The participants were American women whose racial and ethnic identity was African American/black, Asian American, Latin/Hispanic, or any combination of these races and ethnicities.

Management 12

Management Tacit Knowledge Diversity Leadership Pipeline 12

Harvard Business Review

MAY 13, 2015

Doing this, in turn, will help them build more purposefully direct, longer term relationships with consumers and create more sustainable value. But no one yet is successfully leveraging consumer data and relationships across the digital-physical divide at scale, despite early experimentation with technology such as beacons.

Brand 8

Brand Disintermediation Media Metrics 8

Harvard Business Review

MAY 30, 2017

Jacobi went for a long walk in Riverside Park and happened to bump into Or Shani, CEO of an AI firm, Adgorithms. After discussing Jacobi’s sales woes, Shani, suggested he try out Albert, Adgorithm’s AI-driven marketing platform. It wasn’t enough. Jacobi decided he’d give Albert a one-weekend audition.

ROI 13

ROI Tools Marketing CRM 13

Harvard Business Review

MARCH 17, 2016

All-inclusive global talent market. Exponential technology change. Organizations and workers balance long-term bets and flexibility under uncertainty by engaging automation to adapt to frequent changes and rapid skills obsolescence. Technology evolves, but management and workplace arrangements evolve more slowly.

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 13

Cooper Long-term Industry Health Care 13