Technology and the Customer Experience

by Jim Love

In this edition of Cutter IT Journal, we will focus on how technology can contribute to -- not detract from -- the customer experience. Our authors explore a number of approaches and solutions. They come from around the world and from a variety of areas and experiences. But some common themes are consistent among all our contributors. All stress ideas that we don't often hear mentioned in discussions about technology -- emotion, context, engaging the senses. But don't get the impression that these are purely theoretical discussions. We challenged the authors to give us practical applications and examples, and they have risen to that challenge. From start to finish, the issue is full of ideas and takeaways that you can use in your organization.

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Technology and the Customer Experience1 February 2011