This paper takes a lateral approach toward developing discussion around the challenge for the modern-day leader in the area of fast-moving technological change. It isolates Radio Frequency Identification (RFID) as a barometer for the typical multi-level manifestations any leader can expect from...

This paper avoids the linear route to establishing where the biggest impact on customer service lies and instead examines the influences on the quality of the customer experience from all angles in an organization. From the culture and policies of the organization itself, to the front-line...