1. How can the IT department help the customer-facing service side using technology innovation and integration? 2. How can IT help sort through service failure data and report it back to product/service R&D? 3. If IT customization is strategic, w

1. How can the IT department help the customer-facing service side using technology innovation and integration? 2. How can IT help sort through service failure data and report it back to product/service R&D? 3. If IT customization is strategic, what are the implications for call center software design? How open should they be, and who leads in that area? I'm talking IT integration opportunities way beyond CIT or creating hardware platform-neutral solutions. Even looking beyond baseline sf.com integration.