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March 6, 2019 Make Customers Happier with Operational Transparency Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don't see the work that's being done in back offices, offshore factories, and algorithms, they're less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."

Disruptive innovation What the Wine Industry Understands About Connecting with Consumers by Gregory Carpenter, Ashlee Humphreys They don't learn from the people who buy wine — they teach them. Meetings A Good Meeting Needs a Clear Decision-Making Process by Bob Frisch, Cary Greene Everyone should know who's making the final call. Coaching Why a One-Size-Fits-All Approach to Employee Development Doesn't Work by Sydney Finkelstein Here's what to do instead. Security & privacy The Marriott Breach Shows Just How Inadequate Cyber Risk Disclosures Are by Shivaram Rajgopal, Bugra Gezer Better regulation is needed. Internet 5G's Potential, and Why Businesses Should Start Preparing for It by Omar Abbosh, Larry Downes The technology will allow for a range of new products and services.

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