The Future of Customer Relationships

I’ve just posted a new article on Creating the Future of Customer Relationships on my Advanced Human Technologies company website. The article supports the keynote speech I delivered recently at Customer Contact World 2004.

The article examines how to integrate the entire spectrum of relationship channels available in order to build true “knowledge-based” customer relationships. This is founded on understanding – and accentuating – the difference between what technology can do and people can do. Fast Company magazine’s blog wrote about and linked to the article, which has resulted in lots of attention and traffic for this.

The Metaweb

Nova Spivack, the grandson of Peter Drucker, has a vision of the connected future that aligns very strongly with mine. He describes the emerging “Metaweb” as the result of the rapid increase in both information connectivity and social connectivity, leading to the emergence of the global brain. A diagram and overview is provided on his website – well worth a look. I agree wholeheartedly this is the way we’re going.