Friedman focuses much of his attention on the role of wireless communication and tools that allow businesses to streamline processing and speed customer service and delivery. But he also explores the cultural and political ramifications of a technology-infused world, including a powerful discussion of how al-Qaida and other terrorist organizations have capitalized on technology to forward their agendas.
He starts the discussion in India, showing how U.S. companies are outsourcing customer service, how the teams are trained, and the impact on both countries. He explains how Japan’s wireless systems are so sophisticated and truly “seamless” that users depend upon the services as utilities — and how that affects work processes.
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