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  • 07 Feb 2022
  • Research & Ideas

Digital Transformation: A New Roadmap for Success

end-to-end customer experiences in an unforgiving dynamic economy. As one executive put it, in a hyperconnected world, competitors can "pop up from anywhere and everywhere." With rising expectations of View Details
Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards
  • 15 Aug 2023
  • HBS Case

(Virtual) Reality Check: How Long Before We Live in the 'Metaverse'?

future of the metaverse While billions of dollars have been spent on virtual-reality technologies, Wu says a “killer app” that could drive widespread adoption has yet to emerge. “People are particularly excited about using the metaverse as a way to View Details
Keywords: by Jay Fitzgerald; Technology; Computer; Information Technology
  • 14 Feb 2022
  • Research & Ideas

Curiosity, Not Coding: 6 Skills Leaders Need in the Digital Age

leaders trying to recalibrate: 1. Be a catalyst, not a planner In the digital era, companies face a more dynamic competitive environment: key competitors are no longer the usual suspects, and customer and stakeholder expectations continue... View Details
Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards; Technology
  • 09 Sep 2008
  • First Look

First Look: September 9, 2008

customers in new product development) and developing a reputation for environmentally friendly behavior. What is the role of operations management in this context? Purchase this case: http://harvardbusinessonline.hbsp.harvard.edu/... View Details
Keywords: Sean Silverthorne
  • 01 Dec 2023
  • News

Thinking Ahead

data, while still ensuring the integrity and accuracy of the model, is one of many paths Neel is pursuing: “This will continue to be a tricky area for companies that want to harness generative AI tools based on customer data,” he says.... View Details
Keywords: Julia Hanna; Illustrations by Chris Gash; News, Library, Internet, and Other Services; Information
  • February 2009 (Revised April 2011)
  • Case

Mistry Architects (A)

By: Amy C. Edmondson, Robert G. Eccles and Mona Sinha
Describes an architecture firm founded and run by a husband and wife team, Sharukh and Renu Mistry, that emphasizes "green" building. The firm presents an unusual mix of projects-spanning the spectrum from larger corporate projects to small private homes. The mix also... View Details
Keywords: Family Business; Customer Focus and Relationships; Design; Housing; Corporate Social Responsibility and Impact; Business and Community Relations; Environmental Sustainability; Nonprofit Organizations; Conflict and Resolution
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  • Web

MBA Experience | Social Enterprise | Harvard Business School

HBS offers a rich portfolio of opportunities for MBA students to tailor their social enterprise engagement, including academics, careers, community, and paths for social entrepreneurship. Academics First-year students take courses that incorporate social enterprise,... View Details
  • January 2018 (Revised May 2018)
  • Case

AT&T Managing Technological Change and the Future of Telephone Operators in the 20th Century

By: Daniel P. Gross and William R. Kerr
By the 1930s, AT&T dominated the American phone industry, serving 10 million telephones and employing over 100,000 switchboard operators. But beginning in the mid-1910s, the company began changing from manually operated switchboards to mechanical switching systems that... View Details
Keywords: AT＆T; Bell Telephone; Phone Lines; Phone Operators; Mechanical Switching; Layoffs; Technological Change; Transition; History; Innovation and Invention; Technological Innovation; Information Technology; Disruption; Change Management; Communications Industry; Telecommunications Industry; United States
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  • Web

2023 Reunion Presentations - Alumni

measures reduce US dependence on supply chains linked to China? And what should we do with prices of imports from Vietnam and Mexico on the rise? Paper on Global Supply Chain Great Reallocation CASE STUDY Acquiring and Engaging Talent for... View Details
  • 07 Aug 2018
  • First Look

New Research and Ideas, August 8, 2018

developed a strong reputation among consumers due in part to its Membership Rewards (MR) loyalty program, first established in 1991. Through MR, all Amex cardholders could accumulate and redeem “points” based on how much they spent, while View Details
Keywords: by Sean Silverthorne
  • 16 Oct 2023
  • HBS Case

Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta

Keyra Lynn Johnson. “The frontline perspective can give management important insight into the employee experience and what customers really want from the airline.” Delta has reclassified most jobs that had previously required a degree and... View Details
Keywords: by Lane Lambert; Air Transportation
  • Web

Online Business Courses & Certifications | HBS Online

Michael Wheeler Master negotiation techniques to secure maximum value for yourself and your organization. 8 weeks, 4-5 hrs/week Pay by September 11 $1,850 Certificate New Transforming Customer Experiences Professor Ryan Buell Gain a... View Details
  • Web

Europe - Global

efforts to extend product life cycles, support secondhand retail, and scale mattress recycling. The episode is tied to ongoing case work supported by the Europe Research Center (ERC) and highlights how design, policy, and customer View Details
  • Web

HBS - The year in Review

Custom programs. And, while the HBS Online portfolio continued its rapid growth with four new certificate programs and three new Certificates of Specialization, it also hosted Connext, an annual gathering of learners, in a hybrid format... View Details
  • Web

Finance - Faculty & Research

should it rely on its distributors to provide post-sale customer support? Distributors were responsible for half of sales, but outsourcing customer engagement and support could... View Details
  • 02 Feb 2016
  • First Look

February 2, 2016

variables within the control of practitioners to outcomes they care about using logic they view as feasible. I provide several suggestions for how scholars can enhance research relevance, including engaging practitioners in on-campus... View Details
Keywords: Sean Silverthorne
  • Web

Technology & Innovation - Faculty & Research

expanding the team or should it rely on its distributors to provide post-sale customer support? Distributors were responsible for half of sales, but outsourcing customer View Details
  • 18 Jul 2023
  • News

The First Five Years: Brooke Biederman (MBA 2019)

real world events, on that end of the spectrum. Audiences exchange precious time off from long jobs to engage with entertainment. I feel the stories they turn to should inspire them, uplift them, and at least, do what the category name... View Details
Keywords: Robert Bochnak
  • June 2021
  • Case

Acelero Learning

By: Mario Small, Kathleen L. McGinn, Amy Klopfenstein and Katherine Chen
In November 2020, Henry Wilde, co-founder and CEO of Acelero, Inc., must decide whether to change his company’s program model for delivering early childhood education to low-income children. One of the only for-profit Head Start providers in the United States, Acelero... View Details
Keywords: Early Childhood Education; Organizational Change and Adaptation; Growth and Development Strategy; Adoption; Customer Focus and Relationships; Operations; Education Industry; North and Central America; United States
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  • 10 Apr 2012
  • First Look

First Look: April 10

Galinsky Publication:Organizational Behavior and Human Decision Processes (forthcoming) Abstract In four studies employing multiple manipulations of psychological closeness, we found that feeling connected to another individual who View Details
Keywords: Carmen Nobel