Abstract
Moments of Truth are the powerful, but also unsettling events through which companies are confronted with the ethical implications and value effects of their technologies. In this article we explain why companies are well advised to monitor Moments of Truth as a systematic part of product management. We explain how they have become both a source and catalyst of ruptures for tech companies’ operations. To properly understand the scale and importance of Moments of Truth, we draw on philosopher Alain Badiou’s event theory to define them. We show how they are unpredictable, yet expectable in their appearance and systematically reveal a material value truth that fundamentally alters customer behavior, industry dynamics and often even society at large.
| Original language | English |
|---|---|
| Title of host publication | Handbuch der Digitalisierung |
| Editors | Stefan Roth, Hans Corsten |
| Place of Publication | Munich |
| Publisher | Verlag Franz Vahlen |
| Pages | 73-90 |
| ISBN (Electronic) | 978-3-8006-6563-1 |
| ISBN (Print) | 978-3-8006-6562-4 |
| Publication status | Published - 2022 |