"You order the same espresso every day, except when it's cold out, and then you order a latte. The relationship tech has to be robust enough to be taught these distinctions."

“The technology of tracking and interpreting our whims heightens the relationships between firm and consumer. The firm must expend great effort to remember your preferences, but you also expend effort in teaching them so they can remember. And the remembering must be intelligent. You order the same espresso every day, except when it’s cold out, and then you order a latte. The relationship tech has to be robust enough to be taught these distinctions.” Kevin Kelly

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