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  • Forthcoming
  • Article

Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
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  • 2019
  • Article

Overcoming Cultural Resistance to Open Source Innovation

By: John Winsor, Jin Hyun Paik, Michael Tushman and Karim R. Lakhani
Purpose: This article offers insight on how to effectively help incumbent organizations prepare for global business shifts to open source and digital business models.
Design/methodology/approach: Discussion related to observation, experience and case studies... View Details
Keywords: Open Source Innovation; Organizational Culture; Organizational Change and Adaptation; Business Model; Technological Innovation; Collaborative Innovation and Invention
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  • Program

Competing in the Age of Digital Platforms

a competitive advantage Understand the core fundamentals of how to launch and maintain a platform business that outperforms digital and conventional competitors in the United States, China, View Details
  • 11 Apr 2024
  • In Practice

Why Progress on Immigration Might Soften Labor Pains

Almost one-third of Americans consider immigration the most important “problem” that the United States faces, according to a new Gallup poll. And yet, companies say they need far more workers than the current system allows. Some business... View Details
Keywords: by Rachel Layne
  • October 2021
  • Article

Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach

By: Nicolas Padilla and Eva Ascarza
The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details
Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Programs; Consumer Behavior; Analysis
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  • 23 Jan 2024
  • Book

More Than Memes: NFTs Could Be the Next Gen Deed for a Digital World

encourage them to invest in growing, sharing, and enhancing the brand everywhere, both online and IRL. While writing this book, we tried to think of a title that properly encompassed what an NFT actually can... View Details
Keywords: by Dina Gerdeman; Information Technology; Technology; Financial Services
  • 30 Sep 2002
  • Research & Ideas

Your Crisis Response Plan: The Ten Effective Elements

Organizations inevitably face crises, but few are well prepared to deal with them. The following elements summarize the findings of research and experience about what it takes to respond effectively in crisis situations. The accompanying... View Details
Keywords: by Michael Watkins
  • Web

Great American Business Leaders of the 20th Century - Leadership

Archie A. Alexander Alexander & Repass, 1914–1954 Henry C. Alexander Morgan Guaranty Trust, 1959–1967 William M. Allen Boeing Company, 1945–1969 Howard L. Aller American Power and Light Company, 1935–1951 Stanley C. Allyn National Cash... View Details
  • 2020
  • Working Paper

Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach

By: Eva Ascarza
The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details
Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Customer Value and Value Chain; Consumer Behavior; Analytics and Data Science; Mathematical Methods; Retail Industry
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  • 21 Oct 2022
  • Research & Ideas

People Trust Business, But Expect CEOs to Drive Social Change

Public trust in business remains relatively unshaken amid economic turbulence and a lingering pandemic, even as faith in the media and government falters, but leaders could do more to address social issues, a new global opinion survey shows. However, not everyone... View Details
Keywords: by Scott Van Voorhis
  • 07 Jul 2019
  • HBS Case

Walmart's Workforce of the Future

approach to the customer experience, with an emphasis on employee training and improved ecommerce and automation technology, both on the floor View Details
Keywords: by Julia Hanna; Retail
  • Research Summary

Understanding Customers

In conventional business case studies, protagonists almost never have the option of stepping back to seek a new understanding of the customer. But to be effective in practice, managers need both the self-assurance and ability to initiate and pursue, with rigor and... View Details
  • Web

Podcast - Business & Environment

automation are reshaping their operations. James also describes related public policies like extended producer responsibility (EPR) and provides advice for those pursuing careers in circular economy... View Details
  • Blog

Is AI Coming for Your Job?

cognitive work. Many people in such roles have been insulated from automation and globalization. That is about to change. The change is likely to follow a path similar to one a character in Ernest... View Details
  • Winter 2021
  • Editorial

Introduction

By: Michael A. Wheeler
This issue of Negotiation Journal is dedicated to the theme of artificial intelligence, technology, and negotiation. It arose from a Program on Negotiation (PON) working conference on that important topic held virtually on May 17–18. The conference was not the... View Details
Keywords: Artificial Intelligence; Information Technology; Negotiation; AI and Machine Learning
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  • Web

About the Project - Managing the Future of Work

other advanced and emerging economies: Technology trends like automation and artificial intelligence Contingent workforces and the gig economy... View Details
  • 02 Oct 2012
  • First Look

First Look: October 2

Publications Corporate Social Responsibility and Access to Finance Authors: Beiting Cheng, Ioannis Ioannou, and George Serafeim Publication: Strategic Management Journal (forthcoming) Abstract In this paper,... View Details
Keywords: Sean Silverthorne
  • Web

Middle East & North Africa - Global

Assistant Professor of Business Administration in the Marketing Unit at HBS, the discussion explored how businesses can leverage AI for content optimization, automated customer insights, AI-powered customer service, View Details
  • 24 Apr 2017
  • Op-Ed

Op-Ed: Courage: The Defining Characteristic of Great Leaders

automate its factories, Mulally borrowed $23.5 billion, convincing the Ford family to pledge its stock and the famous Ford Blue Oval as collateral. His bold move paid off. Unlike its Detroit competitors,... View Details
Keywords: by Bill George; Auto; Food & Beverage
  • Research Summary

Managing Marketspace Service Interfaces

By: Jeffrey F. Rayport

Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details