.... The purpose of this study is to provide a new perspective on experience management and offers a novel way forward for customer-centric strategizing. Design/methodology/approach Mapping the current digital technologies being used across businesses in all sectors to engage and connect with customers more...

... technologies and examines them within the context of McLuhan’s theories. The article includes a basic explanation of McLuhan’s classic aphorism – “The medium is the message.” Findings – Digital technologies promised to make the world smaller, but, in many ways, they have made us smaller...