Customer Experience 2.0: Delivering Competitive Differentiation in a Web 2.0 World
Source: Nortel Networks
The first generation of the Internet provided a new, low-cost method of providing information to customers in a self-service environment but ultimately did not change the way that businesses operated. At the time, this was a major shift and businesses were quick to jump in and provide a new way for customers to quickly access information about their company. Web 2.0 - the second wave of the World Wide Web - is creating a more significant shift in how people and customers interact via the Internet. It's not just a new mechanism on top of old business operations. It's customer-centric; it's immersive.