As a follow up to my last post a few weeks back, there was a post that was found on the TechCrunch site yesterday that continues to back up my learnings in the comms space. I titled the post Push vs Pull but this link talks about the same concepts.
Well worth a few minutes of time to read and ponder. Personalization or context are the next big thing, not only in consumer services, but also in the enterprise customer service space.
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