As the media landscape continues to divide and audiences become increasingly fragmented, is it that far fetched to think the boundaries between what may now be separate, unrelated industries will soon blur? Perhaps even become one? Case in point, as companies look for new ways to directly engage with customers online, it doesn’t take a big leap of the imagination to think that customer service and PR may soon cross paths, err, mash-up. Gasp!
I think he’s on to something.