“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything. But in reality, behind...
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few. But we are...
