Every business enterprise touches and is touched by customers in different ways at different touchpoints – points of human, product, service, communication, spatial, and/or electronic interaction collectively constituting the interface between an enterprise and its customers. Like any good...

Increasingly, information technology (IT) is incorporated in products to make them 'smart' - to provide the user with improved information about and control over performance, greater automation, and enhanced features, functions, and capabilities. These product improvements - and one hopes the...