EDA, Software and Business of technology
Greek, 'loxos: slanting. To displace or remove from its proper place
da·tums A point, line, or surface used as a reference

                        ... disruption results in new equilibria

Friction-less business

Steve Brotman's post on removing friction as a viable business model was an eye-opener. But is removing human beings from the workplace, the general idea behind removing friction. I believe not.
See where Google is concerned and to a large extent Ebay (but not Amazon), is that there is almost no customer service. The biggest problem with customer service is ... service . To remove the human aspect from operations like this, lead to increased friction - in terms of goodwill.

Remove friction, insofar as customer experience is concerned - not at the cost of it.

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