Research Highlight

Showing 1-20 of 352

How Digital Trust Drives Culture Change

  • Frontiers

  • Research Highlight
  • Read Time: 10 min 

Beliefs and behaviors in today’s virtual world blur the definitions and boundaries of responsibility for data privacy, which is reshaping consumers’ expectations of protection. Organizations seeking to adapt their culture toward better digital trust face many challenges but can benefit from four activities in their journey toward better digital trust.

It Pays to Have a Digitally Savvy Board

Companies whose boards of directors have digital savvy outperform companies whose boards lack it: Among companies with over $1 billion of revenues, 24% had digitally savvy boards, and those businesses significantly outperformed others on key metrics such as revenue growth, ROA, and market cap growth. Companies can improve their boards by knowing what characteristics to look for in existing and new board members, managing board agendas differently, and cultivating new learning opportunities.

Getting Your Employees Ready for Work in the Age of AI

  • Frontiers

  • Research Highlight
  • Read Time: 7 min 

How can companies and employees find common ground when it comes to skill development and investment in AI capabilities? To start, senior executives should seek clarity around capability gaps and determine which skills their people need. From there, leaders should take an approach that advances those skills for human-AI collaboration.

The Myths and Realities of Business Ecosystems

  • Frontiers

  • Research Highlight
  • Read Time: 13 min 

The rise of ecosystems requires a new way of thinking about business: the ecosystems perspective. If we can describe this unique perspective, and clear up the myths and confusions surrounding the use of the term, we position ourselves to design strategy effectively in ecosystems.

How to Read and Respond to Weak Digital Signals

  • Frontiers

  • Research Highlight
  • Read Time: 8 min 

In the digital age, the competitive landscape can be transformed in the blink of an eye. Companies can use weak digital signals to help redefine their offerings and the scale and scope of how they compete. Companies that can’t do this in a timely manner put themselves at a competitive disadvantage because they must invest in additional resources to catch up.

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The Public Sector Can Teach Us a Lot About Digitizing Customer Service

Digital customer service agents (known as virtual assistants, chatbots, or softbots) are typically used to sift through and process only the most straightforward customer inquiries, such as requests for basic information. At most companies, complex issues get passed along to human agents. In that regard, public sector agencies in Australia are ahead of the curve: They are using digital agents to handle complex inquiries from citizens, and businesses stand to learn much from these applications.

Trapped in the Data-Sharing Dilemma

There are clear benefits for companies allowing website users to login with social media platforms such as Facebook, Twitter, Amazon, and Google. But the ease of user access that social logins make possible comes at a price: The platforms learn a great deal more about users’ buying and searching behavior via these agreements — information that could wind up helping the company’s competitors (including the platform itself) down the line.

Using Artificial Intelligence to Promote Diversity

What if, instead of perpetuating harmful biases, AI helped us overcome them? What if our systems were taught to ignore data about race, gender, sexual orientation, and other characteristics that aren’t relevant to the decisions at hand? They can do all that — with guidance from the human experts who create, train, and refine them.

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The Hidden Side Effects of Recommendation Systems

Recommendation engines influence the choices we make every day — what book to read next, which song to download, which person to date. But digital recommendations are also a source of unintended consequences. Research shows that recommendations do more than just reflect consumer preferences — they actually shape them. Given that perfect prediction is not possible, retailers and managers must be aware of the potential discord from unintended side effects of their recommendations.

How Should Companies Talk to Customers Online?

Digital customer service is becoming more widely adopted, but one place it falls short is in the language and phrases it uses. Many digital service platforms use words that alienate customers rather than engage them; selecting customer-centric language for chatbots and service platforms can make a significant difference in customer satisfaction.

Twitter Is Not the Echo Chamber We Think It Is

The popular perception of Twitter as a social media “echo chamber,” where people only receive and retweet opinions that match their own, does not reflect the data about users’ actual engagement. The average Twitter user propagates more mainstream content and follows a diverse group of users — and this has implications for social media marketing.

Consider Culture When Implementing Agile Practices

  • Research Highlight
  • Read Time: 13 min 

Adopting agile development practices helps organizations bring their products and services to market quickly and respond nimbly to market changes. In an increasingly global business landscape, taking the time to address cultural differences when implementing agile is crucial for project success.

Preparing for a Blockchain Future

With the rise of blockchain and adoption of cryptocurrencies, companies across different industries can benefit from the increased trust and transparency these emerging technologies provide. Most executives recognize the need to prioritize blockchain as part of their business strategy, but the question of how to adopt and reskill can be daunting.

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Digital Transformation Opens New Questions — and New Problems to Solve

Modest questions about how today’s problems could be solved more effectively lead to applications of technology with easily foreseeable gains. But when people start asking bigger, bolder questions that challenge basic assumptions about how a problem has been framed, they open up space for breakthrough innovations. That’s been the pattern in many digital realms, including cybersecurity, artificial intelligence, and the internet of things.

Four Ways Jobs Will Respond to Automation

The robots are coming! But counter to popular belief, it’s not just low-paying jobs that are at risk of automation. According to research by Scott Latham and Beth Humberd, predicting which jobs are vulnerable requires analyzing the type of value job holders deliver and the skills they use to deliver it. Workers must understand four paths of job evolution — and factors behind each path — if they hope to adapt.

Taking Stock of Corporate Risk-Taking

  • Research Highlight
  • Read Time: 6 min 

Research shows equity incentives introduce bias in executive recommendations and strategic planning. To counter this, boards should consider three key steps in assessing corporate risk.

Platforms That Grow Are More Than Matchmakers

Platform businesses, like Airbnb or Lyft, often talk about themselves as if they’re merely matchmakers. That’s a smart pitch — when a company is negotiating with investors. But any platform that wants to succeed will have to learn something Airbnb did: Matchmaking isn’t everything. Success also depends on identifying and mitigating risks for your buyers and sellers. The quantity and quality of goods or services bought and sold on your platform will be proportional to the amount of risk mitigated.

When Communication Should Be Formal

Formal communication channels, such as protocol-guided meetings, are often eschewed by today’s managers and employees, who prefer the ease of email and apps. But informal avenues can lead to oversights and inefficiencies that hurt performance. That’s the central finding of research from IE Business School on manufacturers of high-tech machinery. Fortunately, formal communication protocols can be designed to both maximize performance and overcome people’s resistance to adopting them.

Showing 1-20 of 352