IT Services and Service Functionality: The New Frontier of Opportunity

by Gabriele Piccoli

This issue on IT services and service functionality is a long overdue addition to the CBR literature. The very first issue under my editorship (Vol. 5, No. 10, October 2005) on the business value of customer data stemmed from the realization that we are increasingly servicing customers directly through IT-enabled means and indirectly by way of IT-enabled customer service personnel. This proliferation of IT-enabled touch points creates the foundation for what Rick and I are increasingly calling "born digital data" or "digital data genesis." 2 This proliferation of customer data that is natively digital enables strategic options that were simply not feasible before.