Dancing with your customer: The next Copernican revolution

In association with
8th Dec 2004

Despite enormous investments in e-commerce, regrettably much e-business appears to be failing its customers. This article highlights recent statistics and observations regarding consumer dissatisfaction and suggests that nothing short of a Copernican-style revolution is needed whereby the customer occupies his proper position at the centre of things. Using travel industry examples, it explores the notion that enterprises must learn to Dance with the Customer by using the liberating service-oriented technologies and architectures and by harnessing the powerful flexibility afforded by web services.


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