All CRM, CX, CE, CXM, CM, CS and other systems for guiding the "customer journey" or shaping the "customer experience" are just ways to trap and control customers. They are companytech, not customertech. What customers need, and will soon want, is tech of their own: tech that gives them scale across every company they deal with. This includes tech for identity, security, privacy; tech for expressing intentions (including intentions to buy products and to require services); tech for expressing loyalty, for controlling their own connected things, and for proffering their own privacy policies and engagement terms. ProjectVRM, at Harvard's Berkman Klein Center, has been fostering all those developments and more under Doc's direction since 2006. In this talk, he'll report on where they stand in development today, where they are headed in the coming years, and how to take advantage of both.
