Papers by gianni giacomelli
Improving Enterprise Clients ’ Satisfaction in Global Service Delivery : A Valuable Use of Big Data
large enterprises and their clients is no easy task, especially in the midst of everaccelerating ... more large enterprises and their clients is no easy task, especially in the midst of everaccelerating globalization and with delivery organizations assuming responsibility for increasingly complex, judgment-related tasks. Traditional tools – from phones to emails, from instant messaging to the occasional video conference – do not provide a conclusive answer. Instead, a surprisingly useful combination of tried-and-true Net Promoter Score (NPS) analytics and “big data” social network analysis (SNA) can lead to deep, granular and timely insights into functional collaborations (or otherwise) in large, globally distributed work groups.
Human-Ai Networks in a Virtual Future of Work
Revista Diecisiete: Investigación Interdisciplinar para los Objetivos de Desarrollo Sostenible., 2021
Future work in the digital work requires ethical frameworks and Collective Intelligence to develo... more Future work in the digital work requires ethical frameworks and Collective Intelligence to develop systems where humans and machines collaborate to come up with solutions promoting the Sustainable Development Goals. Many of the risk for future jobs can be mitigated if digitalization is driven from the lens of humancentered digital technology. However, this requires urgent changes in many processes and trends.
Journal of Business Research, 2017
We investigate the impact of a novel method called "virtual mirroring" to promote self-reflection... more We investigate the impact of a novel method called "virtual mirroring" to promote self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic analysis, and mirroring them back to the individual. Our goal is to demonstrate that self-reflection can trigger a change in communication behaviors. We illustrate and test our approach analyzing e-mails of a large global services company by comparing changes in customer satisfaction associated with team leaders exposed to virtual mirroring (the experimental group). We find an increase in customer satisfaction in the experimental group and a decrease in the control group (team leaders not involved in the virtual mirroring process). With regard to the individual communication indicators, we find that customer satisfaction is higher when employees are more responsive, use a simpler language, are embedded in less centralized communication networks, and show more stable leadership patterns.
Computers in Human Behavior, 2017
In this study we propose a method based on e-mail social network analysis to compare the communic... more In this study we propose a method based on e-mail social network analysis to compare the communication behavior of managers who voluntarily quit their job and managers who decide to stay. Collecting 18 months of e-mail, we analyzed the communication behavior of 866 managers, out of which 111 left a large global service company. We compared differences in communication patterns by computing social network metrics, such as betweenness and closeness centrality, and content analysis indicators, such as emotionality and complexity of the language used. To study the emergence of managers' disengagement, we made a distinction based on the period of e-mail data examined. We observed communications during months 5 and 4 before managers left, and found significant variations in both their network structure and use of language. Results indicate that on average managers who quit had lower closeness centrality and less engaged conversations. In addition, managers who chose to quit tended to shift their communication behavior starting from 5 months before leaving, by increasing their degree and closeness centrality, as well as their oscillations in betweenness centrality and the number of "nudges" they need to send to peers before getting an answer.
Using Virtual Mirroring to Enhance Organizational Performance
Gloor, P. A., Fronzetti Colladon, A., Giacomelli, G., Saran, T., & Grippa, F. (2015). Usi... more Gloor, P. A., Fronzetti Colladon, A., Giacomelli, G., Saran, T., & Grippa, F. (2015). Using Virtual Mirroring to Enhance Organizational Performance. Abstract presented at XXXV the Sunbelt Conference of the International Network for Social Network Analysis. Brighton, UK.
This study seeks to better understand the network characteristics of client support teams by anal... more This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organization's satisfaction. In collaboration with a large service provider we studied the impact of network properties on the satisfaction of client organizations. In particular, we found that social network metrics correlate with client satisfaction as measured by Net Promoter Score (NPS). A Communication Score Card is suggested as a dashboard to continuously measure client satisfaction, illustrating that data-driven analysis might help improving service providers' service quality management.
Cómo interpretar las señales de los clientes" globales
La popularidad de los llamados Centros de Servicios Compartidos (Shared Services Centers), ya sea... more La popularidad de los llamados Centros de Servicios Compartidos (Shared Services Centers), ya sea internamente como externamente, ha crecido de manera exponencial. En la actualidad ocupan a cientos de miles de personas, y constituyen la columna vertebral de las empresas mas grandes y complejas del mundo. El analisis del comportamiento de los clientes a traves de estos centros se enfrenta a retos muy especificos. Detectarlos y buscar soluciones sera esencial para lograr que las iniciativas enfocadas a los clientes globales tengan el exito deseado
Reading global clients' signals
The article discusses the potential use of big data tools in analyzing the electronic mail exchan... more The article discusses the potential use of big data tools in analyzing the electronic mail exchanges between workers and clients at corporations, suggesting that shifts in electronic mail patterns can indicate potential client satisfaction declines and improve upon customer satisfaction surveys as of 2014. Topics include leadership centrality and consistency, response times, emotional language in electronic mail, and client feedback.
SSRN Electronic Journal, 2020
In 2019-2020, the Collective Intelligence Design Lab (CIDL), an initiative of the MIT Center for ... more In 2019-2020, the Collective Intelligence Design Lab (CIDL), an initiative of the MIT Center for Collective Intelligence (CCI), worked jointly with Takeda Pharmaceutical's Center for Scientific Leadership and Innovation (CSLI) to address a challenge faced by Takeda. This paper describes the collaboration as a case study of university researchers interacting with company executives to explore the potential of a new approach for undertaking organizational design. The joint CIDL-CSLI project involved 38 executives from across Takeda applying principles from Thomas Malone's book Superminds to address an important business problem: how to use innovative socio-technical solutions to tackle depression among working age people in Japan. The Takeda executives, called "Superminds Fellows," participated in a series of face-to-face and virtual meetings that were informed by ideas from the fields of collective intelligence and design thinking. The Takeda group generated six business concepts to address the challenge, and a group of researchers convened by the CIDL and the Community Biotechnology Initiative (CBI) of MIT's 1 Media Lab subsequently commented and expanded on these concepts. The ideas generated by the Takeda executives and the MIT group were then synthesized by the CIDL team and reviewed by all participants. The concept that emerged was CareNet, a web-enabled collected intelligence system that relies on a combination of human expertise and artificial intelligence to diagnose and recommend actions that can help people who are susceptible to or suffering from depression, as well as their caregivers and healthcare providers. The collaboration yielded multi-faceted results. First, Takeda is developing the CareNet business concept by working with key stakeholders in the Japanese healthcare system. Second, the superminds concepts introduced to the Takeda executives who participated have begun to proliferate across the organization. For instance, even though only 38 executives participated directly in the Superminds Fellows program, a Takeda survey found that through the end of 2019, more than 200 people at the firm have become familiar with the supermind concepts at the center of the CIDL-CSLI collaboration. Finally, for CIDL, the collaboration led to the development of new elements of its superminds design methodology and also provided insights into how universities can undertake activities that combine some of the benefits of both traditional university research and management consulting.
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Papers by gianni giacomelli