NEW YORK — At the second day of Forrester Research's Customer Experience Forum here at Grand Hyatt New York, one keynote speaker kick-started the morning with a brief history lesson on a seemingly unrelated topic:the evolution of the automobile, a timeline stretching from the first London Steam Carriage in 1803 to the Benz Patent Motorwagen of 1886 and all the way to the Mercedes Benz vehicles of today.

The point?

"New forms of technology start by imitating old forms, then evolve to their true forms," stated Moira Dorsey, a Forrester vice president and research director. "It took 50 years for cars to take on the form we know them by today, and another 100 years to evolve. That's a principle holding true for the Web today."

The underlying principle may beSingaporeans recently took to social media to express their frustration at being stuck in massive traffic jams, while going back and forth from Malaysia.

One man who wrote a forum letter to Today complained there were only "one or two" officers checking cars at the security booths, and blamed the Immigration and Checkpoints Authority (ICA) for not opening up more booths to meet with the demand.

Addressing this concern, Minister for Home Affairs and Law K. Shanmugam said that this was due to ICA constantly re-deploying officers to plug gaps, according to changes in demand.

Officers constantly re-deployed

Speaking to reporters at Woodlands Checkpoint on Dec. 27, he said that about 400,000 people crossing over from Singapore to Malaysia, and vice-versa, every day.

During the year-end period, ICA sees an increase of an