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The Future of Service Excellence
through People and Technology
It’s tough to make predictions, especially about the future.
Among the witticisms attributed to the former manager of the New York
Yankees Lawrence Peter “Yogi” Berra is “it’s tough to make predictions, espe-
cially about the future.”
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This shrewd advice encourages us to be circumspect
in what we write. Rather than make outright prophesies, we consider the
future by revisiting the past. One person who has been more prescient than
most about the future of technology is John Diebold (1926–2005). A gradu-
ate of Harvard Business School, where he earned a distinction, John Diebold ...