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July 15, 2009
Mental Models, Service Design & The Problem With Convergence
"What do consumers expect when they buy a bundle of services like Internet, Telephone and TV from a converged provider? Is there a gap between their expectations and what they actually get? And what can the providers do about it?" (Harry Brignull - 90percentofeverything)
Posted by PJB at July 15, 2009 10:02 AM