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      • November 2023
      • Technical Note

      Customer Data Privacy

      By: Eva Ascarza and Ta-Wei Huang
      This note provides an overview of the evolving landscape of customer data privacy in 2023. It highlights two pivotal aspects that make privacy a central concern for businesses: building and maintaining customer trust and navigating the intricate regulatory...  View Details
      Keywords: Retail Industry; Retail Industry; Retail Industry; Retail Industry
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      Ascarza, Eva, and Ta-Wei Huang. "Customer Data Privacy." Harvard Business School Technical Note 524-005, November 2023.
      • October 2023
      • Technical Note

      Design and Evaluation of Targeted Interventions

      By: Eva Ascarza and Ta-Wei (David) Huang
      Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting...  View Details
      Keywords: Marketing; Customer Relationship Management; Retail Industry; Retail Industry; Retail Industry; Retail Industry; Retail Industry
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      Ascarza, Eva, and Ta-Wei (David) Huang. "Design and Evaluation of Targeted Interventions." Harvard Business School Technical Note 524-034, October 2023.
      • September 2023
      • Supplement

      Design and Evaluation of Targeted Interventions

      By: Eva Ascarza
      Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting...  View Details
      Keywords: Marketing; Retail Industry; Retail Industry; Retail Industry; Retail Industry; Retail Industry
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      Ascarza, Eva. "Design and Evaluation of Targeted Interventions." Harvard Business School Spreadsheet Supplement 524-703, September 2023.
      • August 2023
      • Teaching Note

      Huawei: A Global Tech Giant in the Crossfire of a Digital Cold War

      By: William C. Kirby and Noah B. Truwit
      Teaching Note for HBS Case No. 320-089. By 2020, Ren Zhengfei, CEO of Huawei, had transformed the small telephone switch manufacturer he founded in 1987 into a $120 billion telecommunications company poised to lead the lucrative rollout of fifth-generation (5G)...  View Details
      Keywords: Geopolitical Units; Business and Government Relations; International Relations; Communication Strategy; Telecommunications Industry; China
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      Kirby, William C., and Noah B. Truwit. "Huawei: A Global Tech Giant in the Crossfire of a Digital Cold War." Harvard Business School Teaching Note 324-019, August 2023.
      • July 2023
      • Case

      India Stack: Digital Public Infrastructure for All

      By: Tarun Khanna, Anjali Raina and Rachna Chawla
      In the year of India's presidency of the G20 Amitabh Kant India Sherpa and Nandan Nilekani iconic tech entrepreneur wondered how to share India's model of digital public infrastructure to build social and economic inclusion. 'India Stack', the umbrella term for India's...  View Details
      Keywords: Digital Transformation; Information Technology; Technology Adoption; Developing Countries and Economies; Economic Growth; Information Technology Industry; Information Technology Industry; Information Technology Industry; Asia; South Asia; India
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      Khanna, Tarun, Anjali Raina, and Rachna Chawla. "India Stack: Digital Public Infrastructure for All." Harvard Business School Case 724-371, July 2023.
      • July 2023
      • Supplement

      Managing Customer Retention at Teleko

      By: Eva Ascarza
      This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management.  View Details
      Keywords: Customer Relationship Management; Telecommunications Industry; Telecommunications Industry; United States
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      Ascarza, Eva. "Managing Customer Retention at Teleko." Harvard Business School Spreadsheet Supplement 524-702, July 2023.
      • May 2023 (Revised May 2023)
      • Case

      Stay or Go? Sarah Reynolds Kensington Partners

      By: David G. Fubini, Amr Seifeldin and Patrick Sanguineti
      Sarah Reynolds, a relatively new Partner at the global Kensington Partners strategy consulting firm, has headed the firm's Telecommunications Group for a few years. Thanks to her stellar track record with clients, she has brought the group a range of accolades and...  View Details
      Keywords: Consulting; Consulting Firms; Client Service; Career Management
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      Fubini, David G., Amr Seifeldin, and Patrick Sanguineti. "Stay or Go? Sarah Reynolds Kensington Partners." Harvard Business School Case 423-091, May 2023. (Revised May 2023.)
      • April 2023 (Revised July 2023)
      • Case

      Dena Almansoori at e&: Fostering Culture Change at a UAE Telco Transforming to a Global Techco

      By: Emily Truelove, Michelle Zhang and Alpana Thapar
      Dena Almansoori, the first female and one of the youngest members of the United Arab Emirates-based e&’s leadership team, joined in 2020 just before e& began a strategic transition from being a regional telecommunications company to becoming a global technology...  View Details
      Keywords: Leadership; Culture; Transformation; United Arab Emirates; Middle East; Technology; Telecommunications; Employee Mobility; Talent; Leading Change; Human Resources; Telecommunications Industry; Telecommunications Industry; Middle East
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      Truelove, Emily, Michelle Zhang, and Alpana Thapar. "Dena Almansoori at e&: Fostering Culture Change at a UAE Telco Transforming to a Global Techco." Harvard Business School Case 423-040, April 2023. (Revised July 2023.)
      • April 2023 (Revised July 2023)
      • Case

      Dena Almansoori at e&: Fostering Culture Change at a UAE Telco Transforming to a Global Techco (Abridged)

      By: Emily Truelove, Michelle Zhang and Alpana Thapar
      Dena Almansoori, the first female and one of the youngest members of the United Arab Emirates-based e&’s leadership team, joined in 2020 just before e& began a strategic transition from being a regional telecommunications company to becoming a global technology...  View Details
      Keywords: Leadership; Culture; Transformation; United Arab Emirates; Middle East; Technology; Telecommunications; Employee Mobility; Talent; Leading Change; Human Resources; Telecommunications Industry; Telecommunications Industry; Middle East
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      Truelove, Emily, Michelle Zhang, and Alpana Thapar. "Dena Almansoori at e&: Fostering Culture Change at a UAE Telco Transforming to a Global Techco (Abridged)." Harvard Business School Case 423-059, April 2023. (Revised July 2023.)
      • January 2023
      • Supplement

      Apple: Privacy vs. Safety (B)

      By: Henry McGee, Nien-hê Hsieh and Christian Godwin
      In 2020, as the COVID-19 pandemic swept across the globe, Apple and Google partnered to develop a contact tracing application that would collect information about users infected with the disease and notify those who they had been in contact with. While Apple/Google’s...  View Details
      Keywords: Iphone; Encryption; Data Privacy; Customers; Customer Focus and Relationships; Decision Making; Ethics; Values and Beliefs; Globalized Firms and Management; Government and Politics; Health; Health Pandemics; Leadership; Markets; Safety; Social Issues; Information Technology; Telecommunications Industry; Telecommunications Industry; Telecommunications Industry; Telecommunications Industry; Telecommunications Industry; United States; Europe
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      McGee, Henry, Nien-hê Hsieh, and Christian Godwin. "Apple: Privacy vs. Safety (B)." Harvard Business School Supplement 323-066, January 2023.
      • December 2022 (Revised August 2023)
      • Case

      Circles.Life at a Crossroads of Growth

      By: Juan Alcácer and Adina Wong
      In June 2022, the founders of Singapore mobile operator Circles.Life had a crucial decision to make. Circles.Life developed a new business model in mobile telecommunications—a digital telco—built around its proprietary operating system. After expanding its brand in...  View Details
      Keywords: Business Model; Decisions; Technological Innovation; Applications and Software; Business Strategy; Telecommunications Industry; Singapore
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      Alcácer, Juan, and Adina Wong. "Circles.Life at a Crossroads of Growth." Harvard Business School Case 723-404, December 2022. (Revised August 2023.)
      • October 2022
      • Case

      EducationSuperHighway 2.0

      By: William A. Sahlman, Allison M. Ciechanover and Emily Grandjean
      In 2012, Evan Marwell launched EducationSuperHighway (ESH) to address a major problem: though most public K-12 schools in the US had access to the Internet, only roughly 30% had true broadband access that would enable every student to have high speed connectivity. ...  View Details
      Keywords: Nonprofit Organizations; Social Entrepreneurship; Social Issues; Leading Change; Early Childhood Education; Infrastructure; Internet and the Web; Telecommunications Industry; Telecommunications Industry; Telecommunications Industry; United States; San Francisco
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      Sahlman, William A., Allison M. Ciechanover, and Emily Grandjean. "EducationSuperHighway 2.0." Harvard Business School Case 823-060, October 2022.
      • May 2022
      • Case

      Rawbank's Illico Cash: Can 'Fast Money' Overcome Cash Dependency in the DRC?

      By: Lauren Cohen and Grace Headinger
      Thomas de Dreux-Brézé, the Head of Strategy and Project Management at Rawbank Congo in the Democratic Republic of the Congo (DRC), was perplexed as he reviewed annual adoption rates for the bank’s launch of Illico Cash 2.0. As the bank’s mobile money app, Illico Cash...  View Details
      Keywords: Fintech; Inflation; Deflation; Rural; Urban; Emerging Market; Mobile Technology; Finance; Money; Inflation and Deflation; Business Growth and Maturation; Decision Choices and Conditions; Demographics; Developing Countries and Economies; Corporate Entrepreneurship; Behavioral Finance; Currency; Banks and Banking; Commercial Banking; Financial Strategy; Rural Scope; Urban Scope; Innovation Strategy; Emerging Markets; Network Effects; Consumer Behavior; Mobile and Wireless Technology; Technology Adoption; Banking Industry; Banking Industry; Banking Industry; Congo, Democratic Republic of the
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      Cohen, Lauren, and Grace Headinger. "Rawbank's Illico Cash: Can 'Fast Money' Overcome Cash Dependency in the DRC?" Harvard Business School Case 222-084, May 2022.
      • Article

      Capture New Value from Your Existing Tech Infrastructure

      By: Stefan Thomke and Anthony Rodrigo
      When senior managers think about how to respond to the threats and opportunities of technological change, they often dream of the same thing: If they just could start a new company or division that isn’t held back by conventional thinking or outdated business models....  View Details
      Keywords: Innovation; Technology; Ecosystem; Incubators; Technological Innovation; Telecommunications Industry; South Asia; Malaysia
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      Thomke, Stefan, and Anthony Rodrigo. "Capture New Value from Your Existing Tech Infrastructure." Harvard Business Review Digital Articles (May 5, 2022).
      • March 2022 (Revised April 2022)
      • Teaching Note

      France Télécom (A), (B), and (C)

      By: Ashley Whillans
      This case series discusses the evolution of France Télécom (now Orange) from a national telephone monopoly to a private company. During this process, the company faced numerous challenges including the entry of new competition from other countries and a workforce that...  View Details
      Keywords: Competition; Compensation and Benefits; Employee Relationship Management; Business Organization; Well-being; Communications Industry; Communications Industry; France
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      Whillans, Ashley. "France Télécom (A), (B), and (C)." Harvard Business School Teaching Note 722-438, March 2022. (Revised April 2022.)
      • March 2022 (Revised April 2022)
      • Case

      MTN: Unlocking Value While Driving Socioeconomic Progress

      By: Benjamin C. Esty, Pippa Tubman Armerding and Dilyana Karadzhova Botha
      On March 10, 2021, Ralph Mupita the new CEO of MTN Group, Africa's largest telecommunications company, presented the group’s 2020 annual results and unveiled a new strategy to “drive growth and unlock value.” Despite MTN’s leadership in most of its markets, the...  View Details
      Keywords: Decision Making; Goals and Objectives; Valuation; Emerging Markets; Business Strategy; Financial Management; Information Technology; Corporate Finance; Telecommunications Industry; Africa; South Africa; Ghana; Nigeria
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      Esty, Benjamin C., Pippa Tubman Armerding, and Dilyana Karadzhova Botha. "MTN: Unlocking Value While Driving Socioeconomic Progress." Harvard Business School Case 722-371, March 2022. (Revised April 2022.)
      • May 2021
      • Case

      Endeavor Kenya: Building an Entrepreneurial Ecosystem

      By: Lynda M. Applegate, Shikhar Ghosh and Christian Godwin
      In 2016, Fiona Mungai became Endeavor Kenya’s first managing director. In this role, she helped the organization build its inaugural board and select its first Endeavor entrepreneur, a fintech company called Cellulant. Throughout this process, Mungai observed the power...  View Details
      Keywords: Business Ventures; Entrepreneurship; Human Resources; Leadership; Leading Change; Management; Growth and Development Strategy; Negotiation; Economy; Markets; Emerging Markets; Network Effects; Relationships; Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Africa; Kenya
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      Applegate, Lynda M., Shikhar Ghosh, and Christian Godwin. "Endeavor Kenya: Building an Entrepreneurial Ecosystem." Harvard Business School Case 821-038, May 2021.
      • April 2021
      • Case

      The Clean Network and the Future of Global Technology Competition

      By: Meg Rithmire and Courtney Han
      In May 2019, amidst of an ever-worsening trade war between the U.S. and China, President Donald Trump added Chinese telecom giant Huawei to the Department of Commerce’s “entity list,” essentially forbidding American firms from doing business with the company. Huawei,...  View Details
      Keywords: 5G; Telecommunications; Information Technology; Internet and the Web; Mobile and Wireless Technology; Trade; Competition; International Relations; Telecommunications Industry; China
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      Rithmire, Meg, and Courtney Han. "The Clean Network and the Future of Global Technology Competition." Harvard Business School Case 721-045, April 2021.
      • 2021
      • Working Paper

      Accounting for Product Impact in the Telecommunications Industry

      By: George Serafeim and Katie Trinh
      We apply the product impact measurement framework of the Impact-Weighted Accounts Initiative (IWAI) in two competitor companies within the telecommunications industry. We design a monetization methodology that allows us to calculate monetary impact estimates of network...  View Details
      Keywords: Product Innovation; Impact; Impact Investing; Impact Measurement; ESG; ESG (Environmental, Social, Governance) Performance; ESG Ratings; Social Corporate Responsibility; Corporate Social Responsibility; Social Impact; Telecommunications; Product Design; Product Positioning; Society; Product; Environmental Sustainability; Measurement and Metrics; Framework; Corporate Social Responsibility and Impact; Telecommunications Industry
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      Serafeim, George, and Katie Trinh. "Accounting for Product Impact in the Telecommunications Industry." Harvard Business School Working Paper, No. 21-105, March 2021. (Revised May 2021.)
      • March 2021 (Revised January 2022)
      • Case

      Philips: Redefining Telehealth

      By: Regina E. Herzlinger, Alec Petersen, Natalie Kindred and Sara M. McKinley
      As one of the world’s largest healthcare companies, Philips sought to reach beyond the walls of the hospital and expand its hospital-to-home program to gain future competitive advantage through technology solutions combining predictive analytics with care delivery. By...  View Details
      Keywords: Health Care; Philips; Visicu; Telemedicine; eICU; Accountable Care Organization; ACO; Bundled Payment; Hospital To Home; Patient Monitoring Devices; Home Health Care; Health Care and Treatment; Communication Technology; Quality; Safety; Performance Productivity; Performance Capacity; Performance Efficiency; Consumer Behavior; Emerging Markets; Health Industry; Health Industry; Netherlands
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      Herzlinger, Regina E., Alec Petersen, Natalie Kindred, and Sara M. McKinley. "Philips: Redefining Telehealth." Harvard Business School Case 321-135, March 2021. (Revised January 2022.) (As companion reading for this case, see: Regina E. Herzlinger and Charles Huang. "Note on Bundled Payment in Health Care," HBS Background Note 312-032.)
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