Harvard Business Review

NOVEMBER 21, 2011

Brand managers and customer care leaders beware. How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? In theory and practice, having your airline or local store quickly acknowledge and respond to constructive complaints can be wonderful.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Harvard Business Review

JULY 19, 2013

The issue facing most sales forces is not disintermediation. The role of data is not to make a manager sound "analytical." Smarter firms complement training with use of resources like Darwinator , a web-based tool that enables individuals to vote on ideas in a fast and effective manner. It''s estimated that each U.S.

Disintermediation 8

Disintermediation CRM CIO Retail 8

Harvard Business Review

AUGUST 15, 2016

Digital commerce and disintermediation have caused many customers to question the importance of having a sales relationship at all. They’re also aware of the power of social selling today and they carefully manage their social network activity to make informed, authentic, personal connections.

Brand 8

Brand Disintermediation Price Long-term 8

Harvard Business Review

JANUARY 8, 2013

Toyota wasn't just looking for superior quality and just-in-time inventory management from suppliers, they were vested in helping suppliers become more innovative and creative. Toyota was prepared to educate and train its suppliers to embrace lean production and lean experimentation techniques and insights.

Innovation 8

Innovation Lean Production Disintermediation Automotive 8

Harvard Business Review

MAY 13, 2013

The Apple TV will be a portal to worlds now accessible only by planes, trains and automobiles. Now that we''re done, or nearly done, disintermediating old media like the newspaper, and supply chains like the book store, it''s time to solve that vexing problem of having to get ourselves from one place to another. So let''s behold them.

Disintermediation 8

Disintermediation Hotels Airlines Travel 8

Harvard Business Review

SEPTEMBER 27, 2016

In a recent interview, Benko discussed AT&T’s efforts and offered advice for HR leaders and individual managers on how today’s workforce can avoid obsolescence. How talent management is changing. What’s the attitudinal shift that needs to happen for individual employees and managers to ensure their relevance?

Skills 8

Skills Company Core Competence Career 8

Harvard Business Review

JUNE 27, 2017

Executives should also be wary of how AI increases the dangers of brand disintermediation. As brands assume more and more AI functionality, businesses must proactively manage any potential ethical and legal concerns. Whatever the form factor, companies must skillfully manage any future shifts in customer interactions.

Brand 10

Brand Disintermediation Ethics Technology 10