Performance accelerator: New vocabulary

1. A CFO who instills a discipline of performance: using process, control and analytical rigor to drive transformation, innovation and growth What it means The CFO profession is evolving. When the financial crisis of 2008 hit, companies large and small leaned heavily on their finance leaders to shore up balance sheets, manage risk and preserve […]

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Systems of engagement: New vocabulary

Consumer experiences designed to provide something that customers want every time they interact with a company. These experiences use Web-based and geographically aware applications and devices to engage customers individually in a stronger relationship with a brand. What it means A system of engagement is designed to motivate people to take action, get information and […]

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Next-best-action: New vocabulary

An approach to improving customer experience that uses predictive analytics to personalize and optimize each customer interaction, regardless of channel. What it means A customer calls a bank to inquire about acquiring a credit card. How does the agent respond? Consider all the questions that drive that response, including: Who is this person? What is […]

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Viral prediction: Step-by-step

A process that integrates existing and emerging technology to monitor social networks in real time, forecasting which ideas are likely to go viral, and recommend when and how to take action. Introduction An idea that goes viral—spreading uncontrollably through social networks—can touch millions of people per hour. Some viral ideas are positive. But many are […]

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Viral prediction: New vocabulary

A process that integrates existing and emerging technology to monitor social networks in real time, forecasting which ideas are likely to go viral, and recommend when and how to take action. What it means An idea that goes viral—spreading uncontrollably through social networks—can touch millions of people per hour. Some viral ideas are positive. But […]

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Culture of security: New vocabulary

Adopting security policies across the enterprise What it means Cybercriminals motivated by financial gain, politics or notoriety will stop at nothing to penetrate enterprise networks and steal sensitive data. Their operations are well-funded and disciplined, often centering on employees or business partners of their corporate targets. Attackers patiently evaluate targets based on risk and reward […]

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Culture of security: Step by step

Adopting security policies across the enterprise Introduction Cybercriminals motivated by financial gain, politics or notoriety will stop at nothing to penetrate enterprise networks and steal sensitive data. Their operations are well-funded and disciplined, often centering on employees or business partners of their corporate targets. Attackers patiently evaluate targets based on risk and reward analyses, and […]

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Wendy Perchick: Using technology and data to personalize cancer treatment

The 130-year-old Memorial Sloan Kettering Cancer Center is the oldest freestanding cancer center in the world, with 14 care sites and 150,000 patients a year. In nearly four decades with the organization, Senior Vice President of Strategy and Innovation Wendy Perchick has held numerous roles, but lately she’s charged with guiding MSKCC to the future. […]

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Sahal Laher: Breaking down the barriers to omnichannel

Brooks Brothers is America’s oldest clothing retailer, an iconic brand known for its high-touch service and classic style. The ability to reinvent clean lines in a way that feels fresh and relevant is one of the qualities that has allowed Brooks Brothers to remain vibrant over its 186-year history. The celebrated look of “Mad Men,” […]

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It’s time to put mobile first

Over the past decade, mobile technology has grown in functionality and popularity. By now business leaders have heard the numbers: There are nearly seven billion mobile cellular subscriptions in the world – that’s five times the number of fixed telephone lines, nearly 10 times the number of broadband subscriptions, and roughly the equivalent of the […]

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Wayne Peacock: Retaining customers with data

In 1922, 25 Army officers started a member-owned insurance association after being denied insurance elsewhere. Now USAA has more than 10 million members composed entirely of active duty military personnel, veterans and their families. And those customers are almost uniformly glowing in their thoughts about USAA. Ninety-five percent of members say they intend to be […]

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Prove it as you build it

If it were possible to know, ahead of time, which projects would eventually succeed, it would be easy to provide full funding to them from the outset. Because this is almost never the case, companies struggle to find investment approaches that allow organizations to protect resources and mitigate risk while still fostering the innovation needed […]

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