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What unfortunately happens is we have about... 350 million interactions with consumers a year, between phone calls and truck calls. It may be over 400 million, and that doesn't count any online interactions, which I think is over a billion. You get one-tenth of one-percent bad experience, that's a lot of people - unacceptable.

The personal contact is a personal thing. The fact that some people don't know their neighbors, I don't think that technology is at fault. You don't lose anything with technology. You gain other avenues of understanding.

There is enormous value in face to face interaction.

In my experience, in this industry, the things that have been breakthrough have all been about connecting human beings to each other, communicating with each other.

There is never going to be a substitute for face-to-face communication, but we have seen since the alphabet, to the telephone and now the Internet, that whenever people find a new way to communicate, they will flock to it.

So when we go into a large hardware bid, there is usually a services component that is part of that. So as we enter these deals, we tend to talk about the capabilities and what else needs to be done, and from there the bid might expand beyond hardware to the services.

Technology is synonymous for connection with other people.

The way deals are done, every idea is looked at 50 different ways. Now, the market continues to change all the time. And we are always looking at everything in evaluating how it fits with our strategy.

We must get into the picture business. This is a new industry and a gold mine. it looks like another telephone industry.

Mobile communications and pervasive computing technologies, together with social contracts that were never possible before, are already beginning to change the way people meet, mate, work, war, buy, sell, govern and create.