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Enterprises use corporate reorganizations, task forces, and executive connections and experience to overcome customer-operations barriers; now competitive pressure and customer power require companies to use software to do so as well. The platforms and services to enable this software are as crucial to enterprise success as investments in distribution, supply chain, labor, and product management.
Enterprises including GE, Coca-Cola, Home Depot, and Lowe's are creating new businesses, new customer interactions, or both — through applications — by adopting platforms that address new consumer, commerce, and connected devices. These firms are adopting new application platforms, often relying on new vendors for help.
AD&D leaders want one platform to bridge all domains, but this is an impossible dream. Rather, AD&D teams will employ three interconnection services to bridge the four domains: user experience, insight, and application-platform services. These comprise a new digital application platform.
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Vendors mentioned: Google, Microsoft
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