customer engagement - Publications - Faculty & Research

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

18 Feb 2021
Blog Post

SIPs in 2021

one of 13 SIPs offered during winter break. Now in their fourth year, SIPs are no-credit, no-fee elective courses, offering MBA students an opportunity to engage deeply in a single subject with professors, practitioners, and experts in... View Details

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

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

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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

Overcrowded – Designing Meaningful Products in a World Awash with Ideas

We live in a world awash with ideas. Thanks to the web and to powerful ideation approaches such as open innovation, design thinking, or crowdsourcing, organizations have today easy access to an unprecedented amount of novel concepts. In this context, what... View Details

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

17 Jan 2023
In Practice

8 Trends to Watch in 2023

As 2023 begins, businesses and employees face an uncertain economy and labor market, as the twin dilemmas of inflation and interest rates weigh on forecasts. Harvard Business School faculty share the top trends that they believe will shape the workplace and markets... View Details

Keywords: by Avery Forman

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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01 Dec 2023
News

Thinking Ahead

As we wind down 2023, there’s talk everywhere of generative AI and how it will fundamentally alter the world as we know it; but how does that translate for your corner of the business world? Is TikTok something you need to take seriously? (Is it time to dance?) We... View Details

Keywords: Julia Hanna; Illustrations by Chris Gash; News, Library, Internet, and Other Services; Information

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

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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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

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

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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

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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

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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

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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

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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

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

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