Burn the Fax Machines

Here’s an analogy for you that may shed some light on how far we can still go — and must go — in smoothing our interactions with customers.

The analogy starts from the idea that, over time, every industry becomes a technology industry. That’s sometimes expressed in different ways, notably in venture capitalist Marc Andreessen’s famous line that “software is eating the world.” But the basic idea is the same: Old practices in every industry give way to the faster/better/cheaper — and sometimes very different — ways of doing business enabled by technology, and whatever companies are most adept at the technology have a major advantage.

So, here’s the analogy... continue reading >