In late 2023, CEO Bruce Broussard reviewed health insurer Humana''s transformation into a value-based care ecosystem. Under its CenterWell brand, the several millions of members in Humana Medicare Advantage plans now had access to Humana-provided primary care, home care, behavioral health, and mail order pharmacy services. Innovative partnerships with private equity firms had helped finance the acquisition and operations of key CenterWell .....more

Students will gain practical insights into building a customer-service brand and differentiating it in a fragmented market. They will apply frameworks like RATER to assess service quality, understand the role of leadership and impact of employee management and customer orientation, and evaluate strategic trade-offs in positioning for the core consumer segment. Additionally, they will explore B-Quik''s growth strategies, distinguishing between .....more

The helpdesk function is essential to any organisation, as it delivers customer support, provides valuable insights, enhances internal efficiency, and improves customer satisfaction. However, it also faces considerable challenges, such as maintaining high service levels, ensuring customer satisfaction, and sustaining staff morale. This case study focuses on the Hong Kong and Shanghai Banking Corporation Limited (HSBC), a leading banking and financial .....more

The learning objectives of this case are: 1. To understand the importance and challenges of delivering efficient, high-quality customer services in helpdesks. 2. To propose strategies for improving operational efficiency through digital transformation. 3. To suggest and evaluate possible ways to leverage technologies to streamline operations and enhance customer experience. 4. To emphasise the need for helpdesks to adapt to evolving customer needs .....more

Today''s software makes it easier to track patterns, trends, and even granular details of how customers use products. This data is collected in systems that support marketing, sales, finance, and operations. But many companies aren''t sure how they can best support employees who are overseeing hundreds of unique relationships. They''re grappling with how to manage and use all their data to improve customer retention. And they''re .....more

Executives need guidance about managing their organizations'' engagement with societal issues-including hot-button topics such as gender, climate, and racial discrimination. Success in this realm does not mean avoiding public controversy or achieving unanimous support among key stakeholders, the authors write. Rather, it results from adhering to certain processes and strategies, which they have derived from recent global survey research along .....more

As the new CEO of Boston Consulting Group (BCG) since autumn 2021, Christoph Schweizer had big shoes to fill-his predecessor, Rich Lesser, had tripled the partnership''s total revenues and created digital initiatives that contributed 40+% of 2021 revenues, more than doubling headcount along the way. Schweizer announced plans for fresh growth: he planned to double the partnership''s size and pursue what he called moonshots-dedicated .....more

This case study describes how ZEISS Vision Care China, a subsidiary of the Germany-based ZEISS Group, was transforming itself into a service-oriented business. After the implementation of the transformation towards an agile organization-which involved digitalization and a radical organizational change-the company was beset with numerous issues in 2021, such as chaotic work processes, the increased workload of all staff, the resignation of critical .....more

Lisa Mitchell, Deputy Vice President of Tech Operations at Albright Cancer Centers (ACC), is confronted with significant customer service issues. The current cloud system often malfunctions, causing disruptions for patients and their families. Founded in 1988 by Robert L. Albright after the heart-wrenching loss of his daughter to cancer, ACC has always prioritized compassionate care. By 2023, the center had expanded to over 2,000 staff across various .....more

In 2020, Banco del Barrio (BB) celebrated its12th anniversary since its establishment as a non-bank correspondent. BB had successfully reduced the traditional barriers to accessing financial services for its users at the base of the pyramid. However, the financial services offered had a low utilization rate, so BB was not making significant progress in promoting financial inclusion. In the midst of this scenario, the Vice President of Personal Banking .....more