Systems of Interaction
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One of my passions this year is the thought of "Systems of Interaction". When such systems come into existence, they tend to "re-invent everyday life". Think about how you check into your flight with a mobile app, or report an accident via an insurance app. These are all emerging examples of systems of interaction. Mobile and Internet of Things give us new ways to "interact" with our end users. When we combine new systems of engagement (e.g., social, behavior, location, time) with customer information in systems of record (e.g., past purchase history) and sprinkle a little insight and analysis to bridge the divide, the system of interaction is set in motion. We've created a simple formula for building systems of interaction involving 4 verbs; detect, enrich, perceive and act. The following video illustrates the concept of Systems of Interaction at work.