The article is interesting (a bit PR) good thoughts and ideas, but personally I think it is demoting a bit to much the significance of touch-points interaction design.
Goodbye, customer touch-points. Hello, ongoing, meaningful contact that actually drives revenue. Here’s what you need to know to be more engaging right now.
The rise of the social Web has led to a fundamental shift in the way businesses of all sizes engage with their customers. Rather than focusing on “touch points” during the marketing and sales process, they’re using social technologies to form meaningful, ongoing relationships that involve frequent online interactions, oftentimes through social channels.