Focus on the human side of customer service to make it psychologically savvy, economically sound, and easier to scale.more
It’s possible, though far from certain, that oil prices will spike in the years ahead. Here’s why—and how you can prepare.more
India’s product makers have a golden opportunity to join the global big leagues. They should seize it.more
Financial services executives increasingly see lean as the best path to reinvigorate their business performance in customer-facing channels, back-office centers, and support functions.more
Getting there means ditching today’s monolithic model in favor of splintered supply chains that dismantle complexity, and using manufacturing networks to hedge uncertainty. more
Building bridges between senior managers is a critical step in constructing tomorrow’s global supply chain. more
Insurers that outsource the IT and administration of policies underwritten years ago can improve customer satisfaction, lower costs, and even reduce capital requirements. more
As service operations use IT to become more efficient across all processes and workflows, they will need to align their work practices with the strengths of automation. more
To sustain wealth creation, developed nations must find ways to boost productivity; product and process innovation will be key. more
Supposedly low-value calls may convey important information. Mining their content can help companies diagnose problems and make lasting business improvements. more
By guiding the design of customer interactions, the principles of behavioral science offer a simple, low-cost route to improved customer satisfaction. more
Businesses with the best product-development track records stand apart from their less-successful peers in three crucial ways. more