Effects of the Internet as Innovation: No More and Now New
The first wave of the Internet as a disruptive technological innovation has created game-changing and deal-changing effects on traditional social and organizational norms.
The effects associated with the second wave of this innovation have been given many names (Internet 2.0, Web 2.0, the read-write Web, etc.), but it’s worth examining the nature of this wave of change as we try to adjust as individuals, organizations, and society to where it has brought us so far, and where we might be going.
It can be helpful to consider a short list of what types of change this innovation has ushered in
Customer Experience Management: The Second Wave
Customer Experience Management is often seen as a marketing discipline emerging from the traditional customer service and customer relationship management niches to meet evolving needs that precede customer service and extend beyond the transactional focus of CRM.
What is missing from this picture is a perspective on CEM that links it to the sweeping changes ushered in by the adoption of the Internet for communications, commerce, and learning and the understanding of this field as an innovation in marketing practice that is the natural response to this wave of change.
Rather than flesh
Welcome to my blog!