"Criacao de valor no seculo 21 vai envolver cada vez mais sistemas de experiencias. Touchpoints sao os blocos de construcao basicos que compoem o sistema. As organizacoes que tem uma visao na ecologia das experiencias que eles fornecem tem uma vantagem competitiva. Para as empresas, isso afeta todas as camadas da empresa. Um estudo de 2013 por Alex Rawson e seus colegas descobriram que a otimizacao atraves pontos de contato foi um forte preditor de saude empresarial. Os pesquisadores descobriram uma correlacao de 20% a 30% com melhores resultados, como aumento das receitas, melhor retencao e boca a boca positivo." Jim Kalbach #customerexperience A Internet das Coisas e a Energia Limpa: "In 1977, the cost of generating a single watt of solar electricitywas $76. By 2015, the cost had plummeted to $0.36. After the fixed costs for the installation of solar and wind are paid backoften as little as 2 to 8 yearsthe marginal cost of the harvested energy is nearly free. Unlike fossil fuels and uranium for nuclear power, in which the commodity itself always costs something, the sun collected on rooftops and the wind travelling up the side of buildings are free. In some regions of Europe and America, solar and wind energy is already as cheap, or cheaper, than fossil fuel or nuclear generated energy. The Internet of Things will enable businesses and prosumers to monitor their electricity usage in their buildings, optimize their energy efficiency, and share surplus green electricity with others across nations and continents....The Internet of Things platform will provide real-time logistical data on pick-up anddelivery schedules, weather conditions, traffic flows, and up-to-the-moment information onwarehouse storage capacities on route. Automated dispatching will use Big Data and analytics to create algorithms and applications to ensure the optimization of aggregate energy efficiencies along the logistical routes and, by so doing, dramatically increase productivity while reducing the marginal cost of every shipment.By 2030, at least some of the shipments on roads, railways, and water will likely becarried out by driverless electric and fuel cell transport and drones, powered by near zeromarginal cost renewable energies, and operated by increasingly sophisticated analytics and algorithms. Driverless transport and drones will accelerate productivity and reduce the marginal labor cost of shipping goods toward near zero on a smart automated Transportation and Logistics Internet." - Jeremy Rifkin, no paper "A Smart Green Third Industrial Revolution 2015 - 2020 Digital Europe: The Rise of the Internet of Things and the Economic Transformation of the EU"Num e sensacional isso? Um achado bem interessante para pensar.A substituicao do Customer Service one-to-one pelo contato em rede. Isto que diz no paper "How Customer Participation in B2B Peer-to-Peer Problem Solving Communities Influences the Need for Traditional Customer Service," que saiu no Journal of Service Research, onde tem um resumo neste link. "Traditional customer service is defined as the one-to-one customer-firm interaction after the sale that helps customers learn about products, troubleshoot, and solve problems. Because fast, helpful customer support can be a lifeline to a business's success, more and more companies are turning to firm-hosted collaborative efforts like peer-to-peer