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In just two decades, the Internet has revolutionized nearly every industry across the globe. Yet none has been more irrevocably changed than telecommunications, media and information technology (IT). These pioneering industries are being inextricably combined in a wrenching process known as convergence. When the process is complete, the consumer will no longer be able to distinguish between content, distribution channels and the technology that underlies them. As a result, convergence is changing the nature of customer relationships in these industries. What was previously a simple and direct relationship between a company and its customers has become convoluted.
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