Summary
The central role of software in customer-facing business activities has begun to redraw the map of application development and delivery (AD&D) teams and processes. Why? Customer engagement software has attributes — fast time-to-market, building only distinctive value (and buying business-as-usual functions), and digital innovation — that reverse decades of practice for AD&D teams and the vendors that support them. Firms whose AD&D groups transform quickly will succeed; those that don't will be at great competitive risk. This report draws a map of AD&D in the age of the customer to guide leaders' thinking and help them gain the support of business leaders.
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