Dialog of the two on how service will be influenced by the web.
Intelligence is in the periphery - Gary Hamel (and so true!)
Data - Culture of Measurement - Feedback Loops - Results - (and round we go, it's then called PDCA-cycle by Dr. Deming ;-)) Tim O'Reilly
Paul Levy (CEO of the BIDMC Hospital Boston) - as the role model for customer service :-)
.... what is the outcome that we really really WANT?
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