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This article focuses on the emergence of digital paper or epaper. The foundation of epaper is based upon the idea that it is easier for your eyes to read text from reflective surface than backlit displays. The broader, long-term goal is to develop a display technology that parallels paper in its readability, familiarity and portability while incorporating the ability to update the display wirelessly. The U.S. Army has established the Army Flexible Display Center to test the variety of existing epaper technology possibilities. Early in 2004 Gyricon announced that it had begun trial testing of its rigid-backed SmartPaper technology for use in grocery and retail stores. Replacing static pricing and unintelligent cash registers, Gyricon's system allows stores to update price displays wirelessly, simultaneously doing the same at the checkout lanes.

The article discusses the significance of journey mapping in customer experience management. Suggestions are offered in conducting journey mapping workshop which include the involvement of a broad range of customers, writing the steps of the workshop process through markers and bringing paper and paper and sticky notes. Methods of improving customer experience initiatives are also tackled.

Presents a letter to the editor in response to the article "Why I Love Paper," by Mary Ellen Bates in the January/February 2004 issue.

Reports on the licensing of Lucent Technologies' plastic transistor technology to E Ink Corp. Details of the companies' collaboration on the development of 'electronic paper'; Features of the planned plastic electronic displays, whose properties are similar to those of semiconductors formed on silicon chips; Potential industrial applications for the technology.