Most customer service requests are dealt with over the network. As the world moves deeper into the networked economy, changes will become more fundamental. Kelly's book deftly outlines some of those changes. Laws of supply and demand will get twisted. In the networked economy, the more demand there is, the more prices fall.
Many products become free or almost free.
The scarcity is human attention. Geography becomes less important. The most important trait for winning in business won't be having the best products or services but having the best relationships. Some of what happens will seem weird at first. Eventually, it's possible that the same product may be the same price no matter where you buy it, says Larry Ellison, CEO of Oracle.