They tweet. They showroom. They pin and like and yelp. And whenever they do, customers accelerate corporate IT's biggest challenge: to rethink and reinvent itself. The implications stretch beyond any one hot seat in the C-suite.
More than ever, customer experiences are based on a foundation of technology and delivered to a digitally-savvy population. Digital experiences come in many guises: mobile apps, web sites, how-to videos on YouTube, LCD screens on products (think of exercise machines that track calories burned). Some experiences come through channels that companies can influence but not control, such as social networks and review sites.
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To read the original article: The Future of Corporate IT Looks a Lot Like Google - Jeanne G. Harris, Allan E. Alter, and Kelly L Dempski - Harvard Business Review
