Innovators Will Be The Winners In The Age Of The Customer

Organizations that can manage the transition to the age of the customer will be the leaders in their markets during the coming decades. Unfortunately, the systems and processes in place have been honed to the needs of the prior age and don't translate perfectly into the next. To succeed, CIOs and their business partners will need to innovate — figuring out how they can change products, processes, go-to-market strategies, and their organizational structures — to meet the changing needs of their customers in a rapidly evolving marketplace. Sustaining business innovation requires wholesale changes to technology governance, funding models, success metrics, and internal culture. What's at stake? Nothing less than the long-term viability of the organization.