University of California Berkeley – Challenges and opportunities in customer-led services – 11/16/2006
James spoke as part of the Services: Science, Management & Engineering (SSME) program at UC Berkeley in November. The topic is “Challenges and opportunities in customer-led services”:
The growing market for innovative, customer-led services created challenges and opportunities for existing companies and new start-ups alike. Customers are demanding ever-more personalized services and forcing companies to adopt micro-segmentation and more sophisticated targeting approaches. At some point companies must switch from process-centric to customer-centric services. This session will explore customer-led services, some of their challenges and opportunities, and will discuss some current and short-term
future examples.
