article thumbnail

Customer intent is a treasure trove of actionable data hiding in plain sight

1 to 1

By looking at the CX lifecycle though granular intents, companies can 1) benchmark where they are strong/blemished, 2) identify where a human touch in a contact center helps/over-indexes the needs of a customer, and 3) solve for customers’ CX needs with surgical precision.”

Data 29
article thumbnail

What the Best Transformational Leaders Do

Harvard Business

Some companies that made the list were obvious choices; for example, the biggest online retailer now gets most of its profit from cloud services (Amazon). While Amazon has expanded its core retailing platform into new categories, such as food and streaming content, in parallel it has built the world’s largest cloud computing enterprise.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Brews, News and Booz & Company: Interview and Culture Insights

Management Consulted

In fact, one of the reasons Booz & Company may rank so close to MBB now could have to do with the fact they offer services at a 10-20% discount to MBB, and on benchmarking cases or projects heavy on research, clients may believe they are getting top services for a discount. Automotive. Consumer Products. Energy & Utilities.

article thumbnail

How to Evaluate, Accept, Reject, or Negotiate a Job Offer

Harvard Business

Do I want lots of international travel — or no travel at all? “Also, look at what you will be doing, what success looks like, and what benchmarks you’ll be judged against,” he says. ” Then see how well the offer matches up against the responsibilities you’re being asked to take on.

How To 47
article thumbnail

Reflections on 2013; What's Important, What's Not? What's Ahead?

MishTalk

96 Percent of Spaniards Believe Political Corruption is "Very High" Downturn Lingers House prices continued their decline, new lending declined retail sales declined. Stay an extra day and golf or travel. Budget deficits were revised higher, and growth revised lower. Spain''s unemployment is a massive 26%. The broad U.S.