Technology Implementation

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Do You Have a Conversational Interface?

  • Blog
  • Read Time: 5 min 

AI-driven interactions between customers and brands will soon be occurring more often. Messaging platforms such as Facebook Messenger and Slack will combine with AI to make sense of text — both conversational and written — and offer services in real time. Companies can prepare for this shift by choosing a platform, running experiments, and begin introducing AI to their customers today.


A New Approach to Automating Services

Early adopters of software robots exemplify how companies generate tangible benefits via service innovations in three ways: (1) by developing an approach to service automation supported by top management, (2) by initiating effective processes that deliver value to customers and employees, and (3) by building enterprise-wide skills and capabilities. Managers interested in capturing the benefits of service automation need to pursue all three avenues.


The Three New Skills Managers Need

As digital technologies evolve, managers and employees will need to learn three important skills: partnering with new digital “colleagues,” creating a mindful relationship with omnipresent digital technologies, and developing empathy for the varying technology preferences of their human coworkers. Organizations, for their part, will need to design processes to support these efforts, and managers will need to be both flexible and thoughtful in how they respond.



Using Artificial Intelligence to Set Information Free

Artificial Intelligence is about to transform management from an art into a combination of art and science. Not because we’ll be taking commands from science fiction’s robot overlords, but because specialized AI will allow us to apply data science to our human interactions at work in a way that earlier theorists like Peter Drucker could only imagine.


Six Lessons From Amsterdam’s Smart City Initiative

The city of Amsterdam is becoming a model for “smart cities” through its innovation efforts to improve the lives of its employees and inhabitants. This case offers insights into what it takes to achieve these goals, including: taking the crucial step of doing an initial inventory of data available; using and integrating data from the private sector; and experimenting and learning from pilot projects.



MIT for Managers: Goodbye Traffic Lights?

  • Blog
  • Read Time: 4 min 

The next time you’re sitting at a red light, savor the moment. If researchers from MIT’s SENSEable City Lab and the Ambient Mobility Lab have their way, your hours of waiting at traffic lights could be numbered. In an article published in PLoS One, a team led by MIT’s Carlo Ratti and Paoli Santi describe a system in which automobiles and transportation infrastructure would interact though an algorithm that would manage the safe flow of cars through busy intersections.



Leveraging Smart Data and Internet of Things to Realize Mass Customization

  • Research Highlight
  • Read Time: 1 min 

In an on-demand webinar, Wolfgang Gruel and Frank Piller detail new experiments in personal transportation. Gruel and Piller say that transportation customers are on the cusp of having seamless travel experiences that synchronize all transit options: schedules, traffic conditions, and personal preferences. But making this vision a reality requires knitting together previously independent systems — in part through smart data and the Internet of Things.


What AlphaGo Means to the Future of Management

Is AlphaGo the supersized model of your future machine management assistant? What to consider when you’re in the market to enhance your company’s digital capabilities. And if you are looking for a way to enhance the value of transparency, try videotaping – and maybe even broadcasting – your executive meetings.


Where Digitization Is Failing to Deliver

It has become a truism that the pace of work is faster than ever, as digital technologies speed up communication and operational processes in a story of unending progress. But increased speed has not translated into increased rates of productivity growth. Since 2004, growth rates have slowed not just in the US but across the world. Chad Syverson, J. Baum Harris Professor of Economics at the University of Chicago’s Booth School of Business, explains what the implications are, and why the benefits of new technologies are not straightforward.

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