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Predicting the Future of AI-Based Customer Management: Lessons from Machine Tool Motors

customerexperiencematrix.blogspot.com·David Raab·about 1 month ago
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As someone who has spent his career tracking new technologies, I’ve long been fascinated by how those technologies spread over time. The standard model of technology diffusion , developed by Everett Rogers and based on New Deal studies of how farmers adopted new crops, offers the familiar segmentation of users into innovators, early adapters, early majority, late majority, and laggards.  It’s probably best known in the tech world in its Crossing the Chasm incarnation, which adds the all-important chasm between the second and third stages. But there’s another model I find more helpful.  This looks not at who adopts new technologies but at how they’re deployed over time.…

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