Alice Mollon/Ikon Images A data-driven approach to understanding and improving the customer experience is critical to company health. But ironically, the proliferation of customer experience (CX) metrics is making the practice of doing so more challenging. At a large organization, metrics may number in the hundreds — so many that it is difficult to manage…
Leigh Thompson is the J. Jay Gerber Distinguished Professor of Dispute Resolution and Organizations at the Kellogg School of Management. Thompson’s research focuses on negotiation, creativity, virtual communication, and teamwork. Have a negotiation scenario you’d like us to address during the session? Submit one HERE. Or email your scenario to insight@kellogg.northwestern.edu.
Carolyn Geason-Beissel/MIT SMR | Getty Images As generative AI has transitioned from novelty to necessity for many businesses, both established companies and startups are racing to decipher AI trends and figure out how best to use the technology. However, this is particularly essential for startups. Venture capital (VC) firms are increasingly insisting that these businesses…
In this bonus episode of the Me, Myself, and AI podcast, Nobel Prize-winning economist Daron Acemoglu joins host Sam Ransbotham to challenge some of the most common assumptions about artificial intelligence’s future. Drawing on his book Power and Progress, Daron argues that technology doesn’t have a fixed destiny — and that today’s choices will determine…
Brian Stauffer/theispot.com In 1963, as the U.S. civil rights movement reached a new peak, most U.S. companies stayed quiet. That changed after events in Birmingham, Alabama. Images of peaceful demonstrators, including children, being attacked by police dogs and high-powered fire hoses shocked the country. Economic boycotts of segregated businesses in and near Birmingham followed. Under…
If your long-term business outlook doesn’t account for geopolitical trends, it might need amending. “We’ve been really lucky in being able to focus on building our businesses and designing our economic strategies mostly without thinking about geopolitics. That’s just not true anymore,” says Nancy Qian, a professor of managerial economics and decision sciences at Kellogg…
Carolyn Geason-Beissel/MIT SMR | Getty Images I’ve just stepped into a new leadership role and was advised to embark on a “listening tour.” I’ve gone out and spent time with different units and functions, but I’m not sure it’s helping. Conversations feel surface-level, and I’m not learning what I need to lead effectively. What am…
Why market selection and holistic asset allocation may matter more than stock picking. Many clients believe that the main value of professional wealth management lies in picking the right stocks. They expect advisers and portfolio managers to identify superior companies and generate long-term outperformance through careful selection. My experience in delegated portfolio management suggests that,…
Otto Steininger/Ikon Images In 2015, Kraft Foods and H.J. Heinz merged in a $45 billion deal. Backed by Warren Buffett and 3G Capital, Kraft Heinz was poised to become a global food powerhouse. But just over a decade later, that promise has soured. Iconic brands have stagnated, strategic missteps have piled up, and the share…
Davide Bonazzi The Research The Leadership Initiative at Harvard Business School, led by professor Linda A. Hill, has been exploring essential leadership mindsets, behaviors, and competencies for leading in the digital era. The authors’ qualitative and quantitative research provides valuable insights into the evolving nature of leadership in an increasingly digital era. The same patterns…