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Profiles in Customer Experience
...with customer complaints coming in through new channels created to get customer feedback,” Mr. Abdullah says. “This has caused stress in the organization as we…
Experian’s Big Data Transformation
...into a wide range of new services. For example, last year the company released Experian Ascend, a platform of 250 million redacted consumer records. With…
The Three Horizons of Strategic Frontiers
...stimulating fresh thinking and fostering changes in alignment based on newly acquired knowledge. Leading to New Frontiers Opening yourself up to new frontiers means living…
Southwestern Energy’s President and CEO Is Not Afraid of Another Downturn
...the company stopped drilling wells and laid off 40% of the staff—the first major layoffs in the company’s 90-year history. From this difficult position, Mr.…
Travelport CEO Greg Webb on Winning with Culture
...leadership frequently communicated through long weekly e-newsletters or lengthy email chains—missives that few employees bothered to read. Seeing the problem, he commissioned his communications team…
Zoetis’ Plan for Weathering the Next Downturn
...complained that they were unable to pay online—just an example of the issues Zoetis had inherited from Pfizer. The huge drugmaker worked through major distributors,…
Building a Change-Ready Culture
...create more opportunities for innovation, thereby communicating the company’s commitment to ideas proposed by employees. The programs include an annual innovation award in which employees…
Esports Comes of Age
...biggest challenge in the coming years,” Newzoo CEO Peter Warman wrote in the company’s 2019 Global Games Market Report. “Esports provides a new way for…
Hensel Phelps’ New Blueprint for Success
...augmented and virtual reality, internet of things sensors and artificial intelligence. Drawn by the promise of lower costs and new operational efficiencies, companies are now…
Defining the New Normal
...which uses encryption to secure the transfer of funds online. “It was [the] early days in the crypto currency industry,” says Mr. Højgaard, now the…
Q&A: Inspiration and Accountability Go Together
...management company has plenty of clients to please. Ms. Metayer says that to power growth and further realize its mission to boost quality of life,…
Turning Around Employee Engagement
...work groups. We examined these assumptions, which helped to re-establish more effective relationships and communication.” In addition to opening the channels of communication, Mr. Parker…