Today's customers are always on the go, always plugged in, and always a click away from a lift to the airport or an Orange is the New Black marathon. With companies like Uber and Netflix on the rise, consumer expectations are higher than ever. Meanwhile, companies find their customer bases growing across countries and times zones, and they're struggling to deliver the frictionless experience their customers have come to demand. Worse still, many are relying on legacy technologies that can't cope with the layers of complexity built into today's business processes.
Peter Cohen is president of Peter S. Cohan & Associates. Cohan is the author of six books including e-Stocks: Finding the Hidden Blue Chips Among the Internet Impostors (HarperBusiness).