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Larry Downes’s Followers (2)
Larry Downes
Larry Downes isn't a Goodreads Author
(yet),
but they
do have a blog,
so here are some recent posts imported from
their feed.
For WSJ MarketWatch, the Future of AI-Driven Customer Service and the FCC’s Mistmatched Efforts to Relocate Call Centers
On the Wall Street Journal’s MarketWatch today, Larry and co-author Blair Levin look at the future of customer service and the impact AI is already having, good and bad. The FCC’s effort to manage the geography of call centers, we argue, is trying to solve the wrong problem. (Registration required)
More books by Larry Downes…
“Because when the law implicitly or explicitly limits internal competition and bars new entrants, businesses have little, if any, incentive to innovate. As a result, regulated businesses—which include public utilities, air travel, defense, health care, and food and drugs—have fallen dangerously far behind in adopting exponential technologies. Once the disruptors do find a way in, collapse is that much more sudden.”
― Big Bang Disruption: Strategy in the Age of Devastating Innovation
― Big Bang Disruption: Strategy in the Age of Devastating Innovation
“As stakeholders run for the exits, market value is destroyed, and with it the flexibility to make strategic decisions.”
― Big Bang Disruption: Strategy in the Age of Devastating Innovation
― Big Bang Disruption: Strategy in the Age of Devastating Innovation
“Under these conditions you can’t win simply by making your current strategy more disciplined. Pulling back to focus on your best customers or delivering higher quality or a lower price will buy you only a little time, if any. More rigorous strategic focus just blinds you to the next wave of disruption coming at you from the top, bottom, and sides.”
― Big Bang Disruption: Business Survival in the Age of Constant Innovation
― Big Bang Disruption: Business Survival in the Age of Constant Innovation
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