The Ghost in the Machine: Where Has Process Automation Left the Consumer?
David Clark - June 9, 2006

A Background of Conflict and Malaise

There is a growing trend in business circles towards customer advocacy as a means for enterprises to manage customer experience branding. Today's consumers are generally better informed (and in some respects more militant) than their counterparts from fifty years ago, and marketers and customer service representative (CSR) managers are finding it necessary to adapt their strategies to take this into account...