Harvard Business Review

NOVEMBER 25, 2013

What happens to innovation and segmentation when serious organizations are challenged to assimilate and integrate 10X, 100X or 1000X more information about customers, clients, prospects and leads? At one travel services giant, 100X more data in less than two years utterly transformed the enterprise conversation around “loyalty.”

Due Diligence 11

Due Diligence KPI Loyalty Information Technology 11

Harvard Business Review

FEBRUARY 6, 2012

American Express has launched a travel service call Nextpedition. American travelers used to insist on full disclosure and perfect standardization. "No But both AmEx and the traveler are taking a risk. It's interesting and a little odd. On a Nextpedition vacation, we don't get an itinerary. We get a succession of surprises.

Hotels 13

Hotels Due Diligence Tourism Travel 13

Harvard Business Review

JANUARY 25, 2012

The two executives had to pause before crossing the gravel road that ran through Westmid's grounds, because of the steady stream of trucks traveling to and from construction sites around Birmingham and all the way to London. Hammond was traveling and unable to attend the meeting, so Jane had monopolized it. Tommy reluctantly agreed.

Case Study 14

Case Study P&L Cost Due Diligence 14