Technology can be amazingly helpful -- except when it's not. Long ago referred to as the "productivity paradox," the gains in efficiency and effectiveness have not been evident in economic growth figures -- at a macro level. Contributory causes are productivity drains in setting up systems, fixing them, and overcomplicating work products.
At an organizational level, the gains can be substantial, however. Companies can take advantage of the access and immediacy that networked systems can provide, especially with customers. A key opportunity for innovation that improves business performance is in the customers' experience. Are there touch points in the ways the customer interacts with your organization that can be either expedited, eliminated, or enhanced?
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