Harvard Business Review

AUGUST 28, 2017

With the AI field recently picking up its pace of innovation after the decades-long “AI winter,” technical expertise and capabilities are in short supply. For example, the AI techniques implemented to improve customer call center performance could be very different from the technology used to identify credit card payments fraud.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

MARCH 23, 2012

How can we share insights and innovations that allow our employees to be more productive? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. So early on, Finance and HR collaborated to simplify the process, reducing the number of data metrics.

Metrics 14

Metrics Parcell Call Center Products 14

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent.

P&L 11

P&L Banking Marketing Call Center 11

Harvard Business Review

NOVEMBER 4, 2011

Leading innovation within today's organizations demands enlisting and mobilizing others since significant change will in all likelihood impact multiple organizational units. This leadership imperative goes far beyond being collaborative and "playing nicely" with peers.

Proposal 13

Proposal Cialdini Execution Influence 13

Harvard Business Review

FEBRUARY 9, 2011

We call these people Cost Center Consumers, and they come in two flavors. They tie up your call centers, incur costly returns, and generate other costs that occur below the gross margin line, which is harder to see. Redbox, the innovator whose DVD dispenser machine rents DVDs for $1 per day, had also grown quite rapidly.

P&L 15

P&L Supply Chain Retail Price 15

The Horizons Tracker

OCTOBER 25, 2023

Large Language Models (LLMs) such as ChatGPT are disrupting the finance world, as exemplified by Morgan Stanley’s experimentation with an OpenAI-powered chatbot to assist their financial advisors. As LLMs progressively permeate the finance industry, it is crucial to thoughtfully embrace and adapt to this transformative shift.

Finance 115

Finance Power Early Adopters Call Center 115

Harvard Business Review

MAY 8, 2017

Before describing those, let’s look at how we identified the exceptional firms that rose to the top of our ranking, a group we call the Transformation 10. Matthew Eyring , Chief Strategy & Innovation Officer of Vivint Inc. The Transformation 10 Judges Chris Chadwick , former CEO of Boeing Defense.

Franchising 15

Franchising CEO Business Model Strategy 15