Why Capacity Management Matters to Business Executives

In a challenging global slowdown, the world seems awash in capacity. Scans of major business publications show airlines reducing flights, companies furloughing or firing employees, and manufacturers closing plants. If you agree that it appears there is more unused capacity than demand, why should capacity management matter? It would seem in the “Great Recession,” capacity…

Mathematics and Marketing

Think marketing doesn’t have much to do with mathematics? Mathematics  is giving some companies a competitive edge in better understanding customers. Indeed, companies across all industries are now capturing data and creating rich profiles of customers to “predict” their wants, needs and future desires.  Mathematics has left the ivory tower of academia for a marketing…

Advanced Speech Technologies – Peril or Promise?

Enterprises are starting to deploy advanced speech technologies that can identify when a customer is angry, confused or even lying. By listening to call center feeds, these applications are often able to troubleshoot a given situation or route the call to a live agent with a specialization in solving critical problems. But this nascent technology…

Gem of the Day: When Forecasting Pay Attention to Outliers

When forecasting in marketing, pay attention to dissent, especially when common knowledge or popular opinion says otherwise. More than a few CEOs and economists predicted the credit bubble of 2008 bursting in a big way and were mocked. When you see opposing positions openly ridiculed, it’s time to consider the possibilities of those positions. If…