Esteban Kolsky: What is an Experience Continuum (and how do I get one)?by
Using customer lifecycles to build interactions no longer works because the customer has control of the interaction. There are no more lifecycles; there is now an Experience Continuum.
Esteban Kolsky is the founder of ThinkJar where he works with vendors to create go-to market strategies for Customer Service and CRM and with end-users leveraging his results-driven, dynamic Customer Experience Management methodology to earn and retain loyal customers. Previously he was a well-known Gartner analyst and created a strategic consulting practice at eVergance. Esteban also regularly blogs at CRM intelligence & strategy.