Good Services

we often don’t rely on a new technology until that technology is ubiquitous. Since we don’t have one clear definition of this, the more cautious organisations often lag well behind, waiting until the majority of their customers use a particular technology before changing their services. This means that services often keep a channel as a back-up long after the technology has ceased to be the main means of access for users, which in turn leads us to try to run the same service in multiple channels, without thinking of how that service would work natively in its new environment.