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- All HBS Web
(999)
- People (1)
- News (156)
- Research (633)
- Events (13)
- Multimedia (3)
- Faculty Publications (542)
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- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
still hold true. But a great deal of research over the past 20 years or so have put a lot of meat on those bones. As one example, we’ve come to learn more about creating the high-trust environment that leads to engaged employees who... View Details
- 13 Aug 2024
- Op-Ed
Can AI Save Physicians from Burnout?
physician‒patient encounters, then leverage machine learning and natural language processing to convert verbal interactions into summarized, accurate visit notes and suggest billing codes—all without... View Details
- 06 May 2015
- What Do You Think?
Are You Ready for Personalized Predictive Analytics?
Summing Up Personal Predictive Analytics: Should We Be Careful What We Wish For? The world of continuous monitoring of numerous sensors for machines and humans, limitless information storage capacity, and big data combined with rapid... View Details
Keywords: by James Heskett
- March 2024 (Revised May 2025)
- Case
Governing OpenAI (A)
By: Lynn S. Paine, Suraj Srinivasan and Will Hurwitz
In late November 2023, OpenAI’s new board of directors took stock of the situation. The company, which sought to develop artificial general intelligence (AGI)—computer systems with capabilities exceeding human abilities—was looking to regain its footing after a chaotic... View Details
Keywords: Artificial Intelligence; Board Of Directors; Board Decisions; Board Dynamics; Corporate Boards; Governance Changes; Governance Structure; Leadership Change; Legal Aspects Of Business; Nonprofit Governance; Strategy And Execution; Technological Change; AI and Machine Learning; Corporate Governance; Leadership; Management; Mission and Purpose; Technological Innovation; Governing Rules, Regulations, and Reforms; Governing and Advisory Boards; Resignation and Termination; Ethics; Nonprofit Organizations; Open Source Distribution; Partners and Partnerships; Technology Industry; San Francisco; United States
Paine, Lynn S., Suraj Srinivasan, and Will Hurwitz. "Governing OpenAI (A)." Harvard Business School Case 324-103, March 2024. (Revised May 2025.)
- July 2024
- Case
Knowledge-Enabled Financial Advice: Digital Transformation at Edward Jones
By: Lauren Cohen, Richard Ryffel, Grace Headinger and Sophia Pan
Edward Jones, a wealth management advisory firm that prided itself on its interpersonal connections and face-to-face interactions, was eager to augment their services with AI capabilities. Built on 1-to-1 close-knit relationships, the firm had more than 15,000 offices... View Details
Keywords: Fintech; Innovation And Strategy; Financial Advisors; Big Data; Artificial Intelligence; Digitization; Financial Institutions; Business Strategy; Competitive Advantage; Technology Adoption; Business Plan; Technological Innovation; Interpersonal Communication; Communication Intention and Meaning; Communication Strategy; Transformation; Employee Stock Ownership Plan; Disruptive Innovation; Innovation Strategy; Innovation and Management; Innovation Leadership; Knowledge Acquisition; Knowledge Use and Leverage; Customer Relationship Management; AI and Machine Learning; Digital Strategy; Financial Services Industry; St. Louis; Missouri; United States; Canada
Cohen, Lauren, Richard Ryffel, Grace Headinger, and Sophia Pan. "Knowledge-Enabled Financial Advice: Digital Transformation at Edward Jones." Harvard Business School Case 225-009, July 2024.
- 2021
- Working Paper
CRM and AI in Time of Crisis
By: Michelle Y. Lu and Navid Mojir
A crisis can affect the incentives of various players within a firm’s multi-layered sales and marketing organization (e.g., headquarters and branches of a bank). Such shifts can result in sales decisions against the firm’s best interests. Motivated by the backlash to... View Details
Keywords: CRM; Artificial Intelligence; AI; B2B Marketing; Decision Authority; Crisis Marketing; Intra-organizational Conflict; COVID-19 Pandemic; Customer Relationship Management; Technological Innovation; Decision Making; Strategy; Health Pandemics; Crisis Management; AI and Machine Learning
Lu, Michelle Y., and Navid Mojir. "CRM and AI in Time of Crisis." Harvard Business School Working Paper, No. 22-035, November 2021.
- October 2018
- Case
Shield AI
By: Mitchell Weiss and A.J. Steinlage
Shield AI’s quadcopter – with no pilot and no flight plan – could clear a building and outpace human warfighters by almost five minutes. This was not to say that it was better than the warfighters or would replace their jobs, but it was evidence that autonomous robots... View Details
Keywords: Public Entrepreneurship; Artificial Intelligence; AI; Entrepreneurial Sales; Government; Defense; Shield AI; Brandon Tseng; Ryan Tseng; Andrew Reiter; Robots; Robotics; UAV; UAVs; Government Sales; Entrepreneurship; Public Sector; Sales; Government Administration; National Security; Business and Government Relations; AI and Machine Learning; Technology Industry; United States
Weiss, Mitchell, and A.J. Steinlage. "Shield AI." Harvard Business School Case 819-062, October 2018.
- December 2024
- Case
Blue Cross Blue Shield of Michigan (BCBSM): The AI Journey
By: Shikhar Ghosh
In early 2024, Bill Fandrich, Executive VP and CIO of Blue Cross Blue Shield of Michigan (BCBSM), faced a critical decision about AI adoption within the organization. Fandrich had championed AI implementation at BCBSM. After successfully developing three AI... View Details
Keywords: Blue Cross; Automation; Generative Ai; Health Insurance; Insurance Companies; Innovation; IT Strategy; Organizational Transformations; Technology; Non-profit; AI and Machine Learning; Health; Digital Strategy; Digital Transformation; Leadership; Technology Adoption; Job Cuts and Outsourcing; Innovation Strategy; Health Industry; Insurance Industry; Michigan
Ghosh, Shikhar. "Blue Cross Blue Shield of Michigan (BCBSM): The AI Journey." Harvard Business School Case 825-082, December 2024.
- 02 Oct 2018
- First Look
New Research and Ideas, October 2, 2018
policies. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=55050 "Developing Theory Using Machine Learning Methods By: Choudhury, Prithwiraj, Ryan Allen, and Michael G. Endres... View Details
Keywords: Dina Gerdeman
- 03 Jan 2017
- First Look
January 3, 2017
powerful machine learning technique known as Thompson sampling to address the challenge of balancing the exploration-exploitation tradeoff under the presence of inventory constraints. Our algorithms prove to... View Details
Keywords: Carmen Nobel
- 30 Nov 2021
- Interview
TikTok: Super App or Supernova?
By: Jeffrey F. Rayport and Brian Kenny
TikTok’s parent company, ByteDance, was launched in 2012 around the simple idea of helping users entertain themselves on their smartphones while on the Beijing Subway. By May 2020, TikTok operated in 155 countries and had roughly 1 billion monthly active users, placing... View Details
Keywords: Apps; Artificial Intelligence; Business Startups; Mobile and Wireless Technology; Business Model; Digital Platforms; Growth and Development Strategy; AI and Machine Learning; Social Media
"TikTok: Super App or Supernova?" Cold Call (podcast), Harvard Business Review Group, November 30, 2021. (Interviewed by Brian Kenny.)
- 20 Mar 2017
- Book
Why Companies Are Placing Users at the Core of Their Innovation Strategies
on what the company wants to achieve in their business model. Machine learning is one of the new core technologies that allow for data science. Many companies are relying on it for their advances. Google,... View Details
Keywords: by Dina Gerdeman
- May 2024
- Supplement
HubSpot and Motion AI (B): Generative AI Opportunities
By: Jill Avery
The technologies driving artificial intelligence (AI) had progressed significantly since HubSpot’s acquisition of Motion AI in 2017. Generative AI was the newest major development. Software-as-a-service (SaaS) companies such as HubSpot were analyzing how generative AI... View Details
Keywords: Artificial Intelligence; CRM; Chatbots; Sales Management; Generative Ai; SaaS; Marketing; Sales; AI and Machine Learning; Customer Relationship Management; Applications and Software; Technological Innovation; Competitive Advantage; Technology Industry; United States
Avery, Jill. "HubSpot and Motion AI (B): Generative AI Opportunities." Harvard Business School Supplement 524-088, May 2024.
- 02 Jan 2019
- What Do You Think?
SUMMING UP: Do We Need an Artificial Intelligence Czar?
inputs to machine learning and the creation of artificial intelligence. Each of these related fields of activity and opportunity encompasses a wide swath of the economy. Together, they describe a sector that... View Details
- 26 Feb 2019
- First Look
New Research and Ideas, February 26, 2019
https://www.hbs.edu/faculty/Pages/item.aspx?num=55668 2019 Proceedings of the Hawaii International Conference on System Sciences Multivariate Unsupervised Machine Learning for Anomaly Detection in Enterprise... View Details
Keywords: Dina Gerdeman
- September 2022 (Revised November 2022)
- Teaching Note
PittaRosso: Artificial Intelligence-Driven Pricing and Promotion
By: Ayelet Israeli
Teaching Note for HBS Case No. 522-046. View Details
Keywords: Artificial Intelligence; Pricing; Pricing Algorithm; Pricing Decisions; Pricing Strategy; Pricing Structure; Promotion; Promotions; Online Marketing; Data-driven Decision-making; Data-driven Management; Retail; Retail Analytics; Price; Advertising Campaigns; Analytics and Data Science; Analysis; Digital Marketing; Budgets and Budgeting; Marketing Strategy; Transformation; Decision Making; AI and Machine Learning; Retail Industry; Italy
- 21 Aug 2018
- First Look
New Research and Ideas, August 21, 2018
We implement a variety of machine learning methods to forecast daily sales. We find that using social media information results in statistically significant improvements in the out-of-sample accuracy of the... View Details
Keywords: Dina Gerdeman
- April 2024 (Revised November 2024)
- Case
Moderna: Pioneering a People Platform to Accelerate Science Innovation
By: Tatiana Sandino, Emil Dy and Samuel Grad
Moderna was founded in 2010 to explore how messenger ribonucleic acid (mRNA) could be used to create breakthrough medicines by encoding instructions for the body to create antibodies. When Stéphane Bancel (HBS 2000) took over in 2011, he bet on the potential of this... View Details
Keywords: Disruptive Innovation; Talent and Talent Management; Selection and Staffing; AI and Machine Learning; Digital Strategy; Innovation and Management; Leadership Development; Management Practices and Processes; Management Systems; Organizational Culture; Performance Evaluation; Alignment; Employee Relationship Management; Science-Based Business; Expansion; Pharmaceutical Industry; Biotechnology Industry; United States
Sandino, Tatiana, Emil Dy, and Samuel Grad. "Moderna: Pioneering a People Platform to Accelerate Science Innovation." Harvard Business School Case 124-091, April 2024. (Revised November 2024.)
- February 2024
- Case
Continuity & Change at Boston Consulting Group
By: David G. Fubini, Suraj Srinivasan and David Lane
As the new CEO of Boston Consulting Group (BCG) since autumn 2021, Christoph Schweizer had big shoes to fill—his predecessor, Rich Lesser, had tripled the partnership’s total revenues and created digital initiatives that contributed 40+% of 2021 revenues, more than... View Details
Keywords: Business Organization; Change Management; Talent and Talent Management; Governance; AI and Machine Learning; Environmental Sustainability; Leading Change; Risk Management; Organizational Culture; Partners and Partnerships; Revenue; Growth and Development Strategy; Management Succession; Consulting Industry
Fubini, David G., Suraj Srinivasan, and David Lane. "Continuity & Change at Boston Consulting Group." Harvard Business School Case 124-011, February 2024.
- March 2018
- Case
IBM: Watson and the Internet of Things
By: Rajiv Lal and Scott Johnson
IBM has recently launched a business unit devoted to the Internet of Things. The group's leadership team needs to figure out the best way to quickly scale its business in a fragmented and nascent market. View Details