Harvard Business Review

JULY 22, 2014

When combined with powerful analytics, digital data allow marketers to segment their audience and create propensity models that can predict how and when to influence customers to buy. And expecting marketers to operate as a shadow IT department is both expensive and presents significant data-governance and operational risks.

Supply Chain 10

Supply Chain CIO Chief Information Officer Budgeting 10

Harvard Business Review

JUNE 16, 2015

He told me about the days, decades ago, when he first ran into a new breed of executive and thought, “What the heck is a CIO?” The issues in each of these buckets require new leadership, or at least a rethinking of it in the highest ranks of companies, and deep operational changes. The Future of Operations.

Constraint 8

Constraint Supply Chain Resources Operations 8

Harvard Business Review

JULY 4, 2012

Unlike in the West, where corporate policies on IT easily date back five decades, and where systems deployed two decades ago are still in operation, the African enterprise has discovered IT just at the onset of cloud-thinking. Intriguingly, the African IT manager has very little influence over the enterprise as a whole.

CIO 15

CIO Information Technology Bottom-up Policies 15

Harvard Business Review

JANUARY 28, 2015

If it’s all about the operations then you lose sight of the customer. Rather than measuring marketing KPIs or operations KPIs, focus instead on the more customer-oriented journey KPIs, such as lifetime margin. Once the drivers of the costs of the journey are understood, marketing can work with operations to address them.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

APRIL 18, 2013

The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. Leading marketers are looking to influence all their customer interactions by working closely with operations and their chief human resource officers on the company culture.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

JULY 31, 2012

Consider the approach to front line engagement taken at Martin Health System , a community healthcare system in Stuart, Florida, which implemented a new enterprise-wide system for managing patient records and core operations. Are there ways you can enable front line workers to influence the design of their work?

Technology 13

Technology Software CIO Information Technology 13

Harvard Business Review

DECEMBER 4, 2013

Much as war is too important to be left to the generals, the business of network effects is too valuable to be entrusted to the CMOs and CIOs. But the potential impact and influence of network effects goes far beyond unique selling propositions and user experience.

Management 8

Management Supply Chain CIO Core Competence 8

Harvard Business Review

NOVEMBER 14, 2013

CIOs who don’t empower their workforce become disempowered. Ralph Lora, the CIO of Clorox, riffing off the antagonistic concept of “shadow IT,” , has implemented an approach he calls “Shallow IT.” But today, users and individuals have more influence over the technology they will use than ever before.

CIO 8

CIO Information Technology Enterprise Architecture Software 8

Harvard Business Review

NOVEMBER 19, 2012

Royal Caribbean built its Oasis-class ships with pervasive digital connections that transform guests' cruising vacations into ones that allow them greater individual control to influence their experience. To do this, Royal Caribbean thought about every aspect of the ship and its operations from a guest's perspective.

IT Strategy 9

IT Strategy Strategy Class Offshoring 9

Harvard Business Review

JUNE 26, 2017

To set this in context, it’s important to first understand the fundamental challenge of building contemporary (and future) workspaces, especially for technology companies: Software and buildings operate on entirely different timescales. Buildings, on the other hand, are change averse, optimized to stand for decades.

Real Estate 8

Real Estate Technology Hedge Project 8