Curated articles from various sources.
ByHBR.org
Summary. Some customer service experiences are simple and can be automated. But others, particularly those that involve challenging and complex customer needs, often require creative solutions by frontline employees. In these situations, should employees be empowered to break rules and protocols in order to come to a satisfactory conclusion? Research suggests that certain situations can benefit…
ByHBR.org
Summary. An outdated way of thinking about peak performance is: “maximum effort = maximum results.” But research shows that it doesn’t actually work that way in reality. Here’s what actually works: The 85% rule, which counterintuitively suggests that to reach maximum output, you need to refrain from giving maximum effort. Operating at 100% effort all of…
Summary: Supply chains worldwide will continue to be caught between politics, economics and ecology in the future. Whether there will be more regionalization or nearshoring remains to be seen. The question will linger: Who will win and who will lose in this increasingly tense competition? Then logistics experts discuss the challenges and prospects for global…
ByDHL
Summary: In a world that has never been more “on demand”, an agile supply chain can quickly adapt to market changes, anticipate spikes in demand, and meet customers’ delivery expectations. So, is your e-commerce business’s supply chain up to the task? Read on to discover the key things you should consider to run a truly…
Why it Matters: Synthetic data — which resembles real data sets but doesn’t compromise privacy — allows companies to share data and create algorithms more easily. Companies committed to data-based decision-making share common concerns about privacy, data integrity, and a lack of sufficient data. Synthetic data aims to solve those problems by giving software developers…
Why it matters: Industry is taking the lead on artificial intelligence research that has traditionally been the domain of academia. What does this mean for research that is in the public interest? Until the early 2000s, AI research in academia and in industry was split fairly evenly. But over the past decade, the balance has…
