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  • October 2021 (Revised December 2021)
  • Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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  • 18 Apr 2000
  • Research & Ideas

Learning in Action

was charged with learning from these experiences as well. Today, CALL observation teams are among the first troops on the ground in any Army operation. They collect on-the-spot information about new practices and techniques, identify... View Details
Keywords: by David A. Garvin
  • 22 Nov 2016
  • First Look

November 22, 2016

regulated entities’ compliance with law. The integrity of these regulatory regimes rests on the validity of the information third-party monitors provide to regulators. The challenge in designing third-party monitoring regimes is that... View Details
Keywords: Sean Silverthorne
  • 15 Jan 2013
  • First Look

First Look: January 15

understanding how corporations manage the symbolic use of information and how corporate behavior is influenced by civil society scrutiny embedded in institutional processes. Download the paper:... View Details
Keywords: Sean Silverthorne
  • 10 Mar 2009
  • First Look

First Look: March 10, 2009

consistent with a view that cross-border social networks play an important role in helping entrepreneurs to circumvent the barriers arising from imperfect domestic institutions in developing countries. Download the paper:... View Details
Keywords: Martha Lagace
  • 06 Oct 2003
  • Research & Ideas

The Problem with Hedge Funds

way in which the market is changing against the interest of most investors.281 In 2001 the California Public Employees Retirement System, America's largest pension fund, put $1 billion into hedge funds. It was a major stamp of approval. Yet this is an industry about... View Details
Keywords: by D. Quinn Mills
  • 21 Jun 2011
  • First Look

First Look: June 21

Larry Smarr, the founding director of the California Institute for Telecommunications and Information Technology (Calit2), reflects on the Institute's past 10 years of successes and challenges. In 2010, more... View Details
Keywords: Sean Silverthorne
  • 15 Jul 2019
  • Book

Many Executives Are Afraid of Finance. Here's How They Can Gain Confidence

what’s the best way for managers to communicate financial information to shareholders? “People who want to have advanced roles in enterprise confront financial questions more and more, and they have to be more fluent in the financial... View Details
Keywords: by Dina Gerdeman
  • 29 Jul 2013
  • Research & Ideas

A Manager’s Moral Obligation to Preserve Capitalism

deployed systems did not." Second, capitalism tends to be self-correcting. When the free market does fail, the market itself steps in to correct the problem. For example, when investors lack information to properly determine the... View Details
Keywords: by Michael Blanding
  • 21 Aug 2018
  • First Look

New Research and Ideas, August 21, 2018

https://www.hbs.edu/faculty/Pages/item.aspx?num=54887 forthcoming Production and Operations Management The Operational Value of Social Media Information By: Cui, Ruomeng, Santiago Gallino, Antonio Moreno, and Dennis J. Zhang... View Details
Keywords: Dina Gerdeman
  • 03 Jul 2013
  • What Do You Think?

What Are the Limits of Transparency?

suggested that we "share only data, not information among employees/colleagues." Just where we draw the line on information was the subject of many comments. As Carl put it, "transparency... View Details
Keywords: by James Heskett
  • Forthcoming
  • Article

The Stock Market and Bank Risk-Taking

By: David S. Scharfstein and Antonio Falato
We argue that stock market pressure to generate earnings encourages banks to increase risk. We measure risk using confidential supervisory ratings as well as financial information released in regulatory filings. We document that there is an increase in the risk-taking... View Details
Keywords: Stock Market; Financial Markets; Business Earnings; Banks and Banking; Risk and Uncertainty
Related
  • 15 Dec 2015
  • First Look

December 15, 2015

exposed to scrutiny and global norms, are less likely to engage in selective disclosure. We discuss contributions to the literature that spans institutional theory and strategic management and to the literature on View Details
Keywords: Carmen Nobel
  • 03 May 2023
  • Research & Ideas

Why Confronting Racism in AI 'Creates a Better Future for All of Us'

people in the room to guess what prompts he had provided to the AI tool DALL-E2 to create the image. People in the audience were stumped. After about 40 seconds, Turner—a visiting fellow at HBS’s Institute for the Study of Business in... View Details
Keywords: by Barbara DeLollis
  • Teaching Interest

Overview

Teaching has been a lifelong passion of mine. As the third generation of academics in my family, I see good teaching as a means to give back and to encourage others to share my passion for discovery. I’ve been very lucky to have many teaching opportunities, both as an... View Details
Keywords: Big Data; Technology Strategy; Machine Learning; Data Science; ＂Marketing Analytics＂; Data Visualization; Analysis; Technological Innovation; Innovation and Invention; Intellectual Property; Corporate Strategy; Software; Information Technology; Entrepreneurship; Marketing; Information Technology Industry; Information Technology Industry; Information Technology Industry; Information Technology Industry; Information Technology Industry
  • 17 Dec 2013
  • First Look

First Look: December 17

how, all the way through the 1970s, the U.S. not only failed to resist pressure to defend American investments, but also remained unsuccessful at altering internal institutions of other countries in order to make property rights secure in... View Details
Keywords: Carmen Nobel
  • 16 Mar 2020
  • Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

to the challenge. Think of it as a new strategic initiative facing huge execution challenges. These require senior management to get the best information they can about barriers to execution, and it requires trust and commitment. That... View Details
Keywords: by Dina Gerdeman
  • 01 Sep 2021
  • What Do You Think?

Can We Train for Trust?

experience. A new book by Sandra Sucher and Shalene Gupta examines trust at the institutional level. That is, it looks at relationships between a business organization and its stakeholders, including employees. As they put it, “to... View Details
Keywords: by James Heskett
  • 19 Aug 2008
  • First Look

First Look: August 19, 2008

penalties for failing to meet the analyst consensus estimate are higher for firms that give quarterly earnings guidance and in the post-SOX period. Our evidence suggests that (i) boards appear to react directly to managers' ability to meet earnings targets or to the... View Details
Keywords: Sean Silverthorne
  • 27 Oct 2020
  • Research & Ideas

Can Being the ‘Token’ Give Women and Minorities a Competitive Edge?

of similar backgrounds. Perhaps they were also responding to perceived “implicit quotas,” an organization’s informal goal to promote people from certain groups. However, neither of those reasons proved as powerful as the simple notion... View Details
Keywords: by Danielle Kost

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