CHAPTER 8Adding Disruptive Technologies to Advance the Game
In 2009, there were 174 million smartphone users worldwide; there will be one billion by 2015.
—IN-STAT, 2010
Mobility will be the top business/technology trend impacting customer experience in the next three years, according to more than half of businesses surveyed.
—BLOOMBERG BUSINESSWEEK RESEARCH SERVICES, 2010
ALL BUSINESSES ARE COMING TO GRIPS with “the new consumer.” Customers simply don’t behave the way they used to. In their personal and professional lives, the way people expect to consume information, interact with suppliers, make purchase decisions, and conduct transactions are all in a continual state of flux, thanks to the Web, pervasive use of mobile devices and social media, ...
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