Cold Call

Founded in 2010, Supercell was a Finland-based mobile gaming company that had developed and launched five global hit mobile games: Clash of Clans, Clash Royale, Hay Day, Brawl Stars, and Boom Beach. The company’s early philosophy was that it could produce hits by designing the company with a structure and culture that would prove compelling to the industry’s top talent. Developers worked in small, autonomous groups called cells with little oversight. The formula was a success. Supercell had nearly $2 billion in annual revenues, and Clash of Clans alone had generated gross revenues of over $10 billion since inception. However, the...

You have a strategy you believe in. But what happens when your boss doesn’t? “Cold Call” presents this bonus episode from the podcast “Coaching Real Leaders,” where host and executive coach Muriel Wilkins works with an ambitious leader whose plan to drive growth is at risk because she hasn’t been able to get the alignment she needs from her boss. They explore what’s behind the resistance and how she can approach the relationship, and the strategy, differently. The conversation illustrates a key challenge at the heart of strategy execution: getting the people who need to support your idea on b...

With viewership of the British Broadcasting Company (BBC) in decline, the country’s Culture Minister must recommend a new funding model for the venerated public institution which will allow the broadcaster to succeed in an increasingly competitive media environment.

Harvard Business School senior lecturer Henry McGee and host Brian Kenny discuss the case, “The Future of the BBC: Public Ownership vs. Privatization,” and the different structures an institution like the BBC could have in order to operate in a financially sound and culturally impactful way.

Sometimes the only way to win is by finding the courage to lose. Cold Call presents a special episode from TED’s Fixable podcast. In it, the show’s hosts, Leadership Coach Anne Morriss and Harvard Business School Professor Frances Frei, challenge leaders to “dare to be bad” in order to free up capacity to excel at more important things. They share insight on the power of a strategic “no,” the value of ruthless prioritization, and how Steve Jobs and Apple delivered breakthrough innovation by strategically underperforming. Frances also explains why you can’t always trust your own instincts, and Anne refle...

AthenaHQ, a startup that helps brands monitor, protect, and optimize their visibility across conversational AI engines like ChatGPT, Claude, and Gemini was founded in 2025. The company, co-founded by Andrew Yan, built a platform that enables major consumer brands, B2B software companies, and marketing agencies to track their share of voice, correct factual errors in AI responses, and manage their reputation across generative answer engines.

In the case, “AthenaHQ: Building Brands for AI Search,” Yan faces a call with a global automaker after its newest vehicle has quietly vanished from chatbot recommendations. He must evaluate the platform’s expa...

How do you scale innovation in a fragmented system you don’t fully control? That is the challenge Highland Electric Fleets faced as it worked to replace diesel school buses with electric vehicles across the United States. While Highland provided financing, infrastructure, and fleet operations, success depended on external partners, including manufacturers, utilities, and districts. Delays and disruptions forced the company to stay nimble and deliver under pressure.
In this episode from 2025, Harvard Business School professor Rosabeth Moss Kanter and Highland Electric founder and CEO Duncan McIntyre join host Brian Kenny to discuss the Harvard Business School case, “’The Wh...

In 2024, Mass General Brigham, the largest health system in Massachusetts, piloted an AI-powered ambient note-taking program among a subset of clinicians to address increasing rates of staff burnout and turnover —  largely driven by the administrative burden of clinical documentation in the electronic health records (EHR). The pilot program aimed to test AI tools which used natural language processing to record, transcribe, and summarize physician-patient encounters, reducing time spent on documentation and allowing physicians to focus more on patient care. Early results showed promising reductions in clinician burnout, intention to leave, and increased physician efficiency. But concerns about the technology, inc...

In early 2025, Thomas Graham, CEO of Metaphysic, a leading AI generative video company confronted fundamental questions about who should control digital identity in a world where AI could perfectly recreate human likeness. Founded in 2021, Metaphysic first rose to fame through viral deepfake videos. It achieved a significant milestone with “Here,” the first major film to use AI for de-aging actors, including Tom Hanks. Operating at the intersection of entertainment and ethics, Metaphysic had two revenue streams: high-end content creation for Hollywood studios and a platform allowing individuals to own and control their digital likeness. The case explores how Hollywood’s long...

In 2025, Harvard Art Museums considered using generative artificial intelligence in a marketing campaign to increase visitor engagement and membership. Looking to boost attendance and appeal to a younger audience base, and facing intensified competition for leisure time, the Museums’ marketing team explored animating a canonical artwork using AI-generated avatars as part of a digital campaign. While the approach promised novelty and attention, it raised internal concerns about brand authenticity, interpretive authority, donor relations, and reputational risk—particularly given broader cultural anxieties surrounding AI and the museums’ association with the Harvard brand.

Harvard Business School Associate Professor Julian De Fre...

In March 2024, The Atlantic announced a strategic content and product partnership with artificial intelligence giant OpenAI. OpenAI would license The Atlantic’s content to train its models and respond to user queries, while The Atlantic would receive a fee, privileged access to OpenAI’s technology, and “premium” positioning within the tech giant. At the time, over 70 similar deals had been struck between publishers and AI companies.

The Atlantic’s journalists, however, were incensed, concerned that partnering with OpenAI was “a devil’s bargain.” The New York Times had also just sued the tech giant for allegedly using 16 million pieces o...

In the summer of 2021, School of Rock was a youth-oriented music education company with 291 franchise- and company-owned schools globally. Before Rob Price became CEO in 2017, School of Rock’s nonconformist culture led to variability in teaching styles, educational outcomes, and risks for copyright violations. Previous attempts to standardize curriculum and processes led to friction with franchisees. Price navigated those tensions by listening more closely to franchisees, clarifying core policies, and giving franchisees freedom in other areas.

One of Price’s major initiatives was the Method App which provided a structure to empower and guide work at the scho...

What does it take to be a founder? It’s an important question and one that Cold Call has explored many times over the years. More people than ever before are choosing entrepreneurship as a career path and HBS faculty have written cases to undercover issues ranging from how to scale to how to recover from failure. Today, we’re sharing an episode of The Founder Mindset, produced by Harvard Business School Foundry and hosted by Senior Lecturer Reza Satchu. In this episode, “The Curse of Optionality: Tim Ferriss on Experiments, Risk, and Freedom,” Satchu sits down with writer, podcaste...

Harvard Business School Professor Len Schlesinger and TypeCoach President Rob Toomey join Brian Kenny to discuss the two mini cases, Night Two in Hanoi: Team Dynamics Under Pressure and Day 6 in Buenos Aires: Fatto Bene. They explore MBA students’ journeys through the first-year FIELD Global Capstone course and how utilizing the TypeCoach personality classications taught them how to recognize and work across cognitive differences, ultimately improving team dynamics and their final project outcome.

Cold Call listeners have complimentary access to the same suite of six TypeCoach tools provided to HBS students at this link:
https://www.ty...

In early 2024, six months after the highly anticipated launch of Microsoft Copilot across the 62,000-person Microsoft Customer and Partner Solutions (MCAPS) organization—one of the world’s largest sales organizations—the initial excitement had not yet materialized into widespread adoption and transformation. But, two years after initiating their AI transformation journey, the organization’s daily active usage of AI tools had reached over 60% and monthly active usage over 98%, significantly altering how sales professionals approached their work. The path to adoption had required Microsoft to evolve its approach based on early deployment insights.

The company had simultaneously developed autonomo...

Over 26 years at the helm, Dimitri Papalexopoulos, fourth-generation CEO of TITAN Cement, has turned the company from a domestic player into an internationally diversified group and championed an AI-driven productivity leap, even while steering the company through multiple economic crises. As TITAN prepared for its next phase of growth, Papalexopoulos faced the consequential decision of whether to continue leading the company, promote a trusted insider, or become the first in the company’s history to recommend to the board appoint a non-family CEO.

After a global search the board does decide to appoint Marcel Cobuz—ex-LafargeHolcim executive with...

In 2021, a breakthrough in sanitation technology – developed under the Gates Foundation’s “Reinvent the Toilet” challenge – stood ready for commercialization. The Single User Reinvented Toilet (SURT) offered an off-grid, self-contained system capable of processing waste, generating water, and reducing environmental impact. Turning this technical success into a viable product, however, meant confronting intertwined challenges around behavior change, infrastructure compatibility, financing models, and stakeholder incentives. Against this backdrop, engineer Dr. Shannon Yee and his team faced a tough decision about SURT’s path to market: pilot the technology independently in a developing market, license it to appliance firms, or tailor it for gover...

After launching Wasabi Technologies, a successful cloud storage company, founder and CEO David Friend was ready to scale the venture rapidly. The company had focused primarily on direct sales, but an opportunity to pivot toward channel sales was on the horizon. However, making this pivot would mean changing its sales, marketing, and staffing strategies dramatically, and effectively veering the company away from its already successful course. Harvard Business School Senior Lecturer Lou Shipley joins Brian Kenny to discuss the case, “Wasabi Technologies” and the questions Friend wrestled with: Was channel sales the right play for the burgeoning cloud storage provider? If s...

Software startup InsightSquared had recently hit $2 million in revenue and secured an $8 million round of venture capital. However, the founders disagreed on the path ahead, specifically on the sales and marketing plan. Should they focus on a sales-centric approach to growth or a marketing-centric one? Which strategy was optimal for their venture’s next phase of growth?

Harvard Business School Senior Lecturer Mark Roberge joins Brian Kenny to discuss the case, “InsightSquared: Developing the Sales and Marketing Plan” and ideas related to his new book, The Science of Scaling. They explore the penultimate startup question of how to sca...

In August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks and was also trying to improve the financial well-being of its customers. One area where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that — although profitable for the bank — could be a poor fit for their needs. This led to low customer satisfaction scores, cancellations, and occasionally, financial distress. The bank decided to experiment: Rather than just presenting the strengths of its various credit card offerings, they proposed also promoting each credit card’s drawbacks. Being...

The U.S. Men’s Olympic speed skating team devised a new approach to the team pursuit event following their disappointing performance in the 2018 Winter Olympics. The team saw promising initial results from their innovations, but they faced a decision about whether to reveal their new techniques. The U.S. Team’s strategy was easily imitated if competitors witnessed it in a race, but it was a risk not to test it in competition before the Olympics. And, were there possible upsides to imitation if it improved the entire sport? Should they share their techniques, and if so, when?

Founded in 2015 by co-hosts Ben Gilbert and David Rosenthal as a hobby, the business podcast Acquired had become their full-time jobs by 2023, and they managed all aspects of the company. By telling in-depth stories of companies, the podcast had doubled its audience year over year, reaching one million listeners per episode. And they’d grown without a strict release schedule or relentless optimization.

Still, they felt pressure to scale. They took 2025 to evaluate the podcast’s success to date while determining if, and how, it should change its well-established and revenue-generating processes. Because maintaining the balance of work...

In 2025, Golden Goose, the Italian luxury brand known for its handcrafted, distressed sneakers, was at a turning point. Under CEO Silvio Campara, the company had grown from cult favorite to global player, with $650 million in revenue and a loyal following. What should drive its next phase of growth?

Should Golden Goose double down on its signature sneaker business, grow into a full lifestyle label with ready-to-wear and accessories, or expand into new international markets?

Harvard Business School Professor Juan Alcacer and entrepreneur Alexandre Daillance discuss their co-authored case, “Golden Goose: Reshaping Luxury,” with host Brian Kenn...

Equitable, a 163-year-old financial services firm, serves more than five million clients across three main lines of business: retirement planning, wealth management, and asset management. Spun out of French insurance giant AXA in a 2018 IPO, Equitable’s leadership team was excited to be out on its own but quickly realized that to overcome inertia and remain relevant, the company’s ways of working would need to change.
In 2019, CEO Mark Pearson launched an effort known internally as New Ways of Working, or NWOW, aimed at helping the firm become faster, more accountable, and more adaptive in a highly comp...

With the holiday season upon us, and thrifting a major trend, we’re sharing an episode of Harvard Business School’s Climate Rising podcast that’s focused on extending product life, reducing waste, and the growing role of resale in the circular economy.

Climate Rising is all about what businesses are doing, can do, and should do to confront climate change. In this episode, “Extending Apparel Lifespan,” HBS Professor Mike Toffel talks to ThredUp CEO James Reinhart about why ThredUp chose to build a national logistics and technology platform for resale. They also talk about how the company pa...

In 2020, cryptocurrency exchange Coinbase made two bold organizational moves: going fully remote and banning political discussion at work. These decisions, aimed at reinforcing a mission-first culture, were supported by a written, codified approach to company values and a hiring philosophy designed to attract talent aligned with that mission. In this episode, Chief People Officer L.J. Brock joins case author and HBS professor Charles Wang and host Brian Kenny to discuss how Coinbase’s strategy, explored in the case “Mission First at Coinbase,” raises critical questions about focus, inclusion, and attracting top talent in a volatile industry.

Jenny Wolfram founded BrandBastion in 2013 after noticing that many companies’ social media pages were teeming with spam, hostile messages, and unanswered comments—all of which chipped away at customer trust. She built an AI-powered platform, supported by human moderation, to help brands manage comment sections at scale, respond quickly to customers, and protect their reputation.
Wolfram joins the company’s Head of Operations and Finance, Vesa Rikkinen, Harvard Business School Assistant Professor Julian De Freitas, and host Brian Kenny to discuss the HBS case “BrandBastion: Managing Online Brand Communities.” They explore key decisions brands face, including when to step in an...

Apollo Global Management has transformed itself from a traditional private equity giant into an insurance-fueled credit powerhouse—thanks to its acquisition of life annuity issuer Athene. CEO Marc Rowan makes a bold bet that an asset-heavy model, which is backed by hundreds of billions in long-term insurance liabilities, can drive repeatable, superior returns and propel Apollo’s assets under management to $1.5 trillion. However, public markets award Apollo a multitude on its earnings that is far lower than asset-light peers like Blackstone, which highlights important trade-offs. Harvard Business School professor George Serafeim joins host Brian Kenny to discuss the questions raised by t...

Tata Power stood at the forefront of India’s energy transition. The firm’s long history was deeply intertwined with the country’s development. As Mumbai’s power needs increased, Tata Power built out thermal assets across India, and while thermal power generation remained Tata Power’s mainstay, the firm slowly started diversifying. By 2024, Tata Power was India’s largest private power producer by installed capacity with annual revenues of $7.4 billion. In 2020, Tata Power boldly announced a commitment to net-zero emissions by 2050, concurrent with a complete phase-down of thermal capacity. It later brought this commitment forward to 2045.

To prepare f...

In April 2024, writer, podcaster, and entrepreneur Tim Ferriss—known for his hugely popular podcast “The Tim Ferriss Show” and NYT-bestselling books like The 4-Hour Workweek—found himself at a crossroads. Although his podcast was generating millions annually, he questioned the sustainability of podcasting and his own competitive advantage given the increasingly saturated market and the advent of AI tools and video-centric formats. Plus, he had built his career on anticipating cultural shifts in knowledge work, health, and media consumption while making early angel investments in companies like Uber, Shopify, Facebook, and Twitter. But his podcast’s reliable cash flow also funde...

For 35 years, Dollar Tree, a discount retail chain selling general merchandise, had held its fixed price point steady, pricing all of its household items, food, stationery, books, seasonal items, gifts, toys, and clothing that made up its diverse and ever-changing assortment at $1.00. While all other dollar store chains had raised prices over the years to keep up with inflation, Dollar Tree had never budged on its price. However, in late 2021, the company announced that Dollar Tree was “breaking the buck” and raising prices on all goods to $1.25.
Harvard Business School Senior Lecturer Jill Avery and host Brian Kenny disc...

In the winter of 2023, Lyft was facing declining market share and financial pressures. Enter new CEO David Risher, who took the helm amid low morale and limited resources. His challenge: reignite innovation, refocus the culture, and find new ways to stand out in an industry dominated by Uber.

Harvard Business School professor Ranjay Gulati joins host Brian Kenny to discuss the case “Lyft 2023: Roads to Growth and Differentiation.” They explore how Risher led during a strategic crossroads, making bold decisions, putting the customer front and center, and shaking loose old habits. Gulati also shares insights from his new...

How do you scale innovation in a system where critical pieces are out of your control? That is the challenge Highland Electric Fleets faced as it worked to replace diesel school buses with electric vehicles across the United States. While Highland provided financing, infrastructure, and fleet operations, success depended on external partners, including manufacturers, utilities, and districts. Delays and disruptions forced the company to stay nimble and deliver under pressure.
Harvard Business School professor Rosabeth Moss Kanter and Highland Electric founder and CEO Duncan McIntyre join host Brian Kenny to discuss the HBS case “’The Wheels on the Bus’...

In 2020, Atlassian committed to a fully distributed model, allowing employees to work from anywhere, permanently. While many tech peers later reversed course on remote work, Atlassian optimized its approach, developing data-driven routines, rethinking office spaces, and reshaping team rituals for its 12,000 employees in 13 countries.

By 2024, these practices had moved beyond HR policy to become central to the company’s strategy. Lessons from Atlassian’s internal experiments began to shape its collaboration software, turning its workforce into an innovation lab. But selling these practices to enterprise customers posed a new challenge: unlike Atlassian’s traditional self-serve model, distributed work t...

When Happi Co. CEO Sam Rockwell partnered with Snoop Dogg and his son, Cordell Broadus, to launch Dr. Bombay Ice Cream, the team set out to disrupt a stagnant market with innovative flavors and culturally resonant branding. By combining Happi Co.’s operational expertise with Snoop Dogg’s global influence, the brand quickly secured placement in 80% of U.S. national grocery retailers and projected $20 million in first-year sales.

Now, as Rockwell considers strategic next steps for marketing, fundraising, and diversification into new markets, he must also navigate the complexities of a creator-led brand. That includes bala...

Shake Shack started in 2001 as a hot dog cart in New York City’s Madison Square Park. It’s now a global fast-casual restaurant chain renowned for both quality and hospitality. In 2024, following a rapid rollout of digital tools like kiosks and mobile ordering, Chief Growth Officer Stephanie So found herself asking, had Shake Shack built a model that could truly scale, or one that still needed work?

That question came during a leadership transition and amid ambitious plans for growth. Digital orders were up, and average check sizes were higher, but the shift also rais...

During a busy travel season, digital travel platform Booking.com wanted to try an experiment that would mean changing the site’s landing page. The CEO at the time, Gillian Tans, made the decision to lean into the company’s “test everything” culture—even if it meant failure.

In this episode from 2019, Harvard Business School Professor Stefan Thomke and host Brian Kenny discuss how past experience and intuition can be misleading when attempting to launch an innovative new product, service, business model, or process. Instead, Booking.com and other innovative firms embrace a culture where testing, experimentation, and even f...

Ming Min Hui, executive director of Boston Ballet, is unique in her field. As a young, Asian American woman with a Harvard Business School MBA and a background in finance, she has focused her tenure on ensuring the ballet company stays true to its art form and simultaneously relevant to its times.

Hui had worked for eight years at Boston Ballet as chief of staff and chief financial officer before taking the helm. Now leading one of the foremost ballet companies in the United States, she confronted evolving demographics, shifting audience habits, and an increasingly challenging financial...

Bill Wilson was an incredibly entrepreneurial young man with tremendous potential. He was also a drunk who had hit rock bottom. Then an epiphany led him to enduring sobriety.

With his personal drive and fellowship with former drinking buddies, Wilson built a social movement and worldwide organization. Founded in 1935, Alcoholics Anonymous has helped millions of “friends of Bill” recover from alcohol addiction.

In this episode of Cold Call, Harvard Business School Professor Robert Simons joins host Brian Kenny to discuss the case, Bill Wilson: Changing the World. They explore how Wilson navigated life’s choices, transf...

Keurig Green Mountain (KGM) created a new category of consumer products, becoming a household name in at-home coffee brewing in North America. But by the early 2010s, the public company had lost momentum and suffered a series of product missteps, negative media scrutiny, and ongoing challenges to its partner relationships.

In late 2015, the company was acquired by JAB Holding Company. The new CEO Bob Gamgort led efforts to turn the newly private company around by strengthening partnerships, upping productivity, and reducing costs. In 2017, the company was then able to focus on new growth.

Gamgort had...

The 2023 movie Barbie and its accompanying marketing blitz incited a worldwide craze. Suddenly Barbie was everywhere, a celebrated icon reinstated at the forefront of cultural conversation.

This flourishing of goodwill stood in contrast to decades of criticism of the Barbie brand. Although proponents had celebrated Barbie for her promise to “inspire the limitless potential in every girl,” detractors felt that the doll promoted a narrow beauty standard and perpetuated gender stereotypes.

In this episode of Cold Call, Harvard Business School Professor Elie Ofek and coauthor and doctoral student Ryann Noe join host Brian Kenny to disc...