In my 3rd blog on customer centricity, I look at the impact of your customer centric strategy on technology. Since your customer is becoming more and more digital, a customer centric strategy cannot be realized without considering technology. And as customer centric business models are build on dynamic ecosytems connecting different partners, you will not be able to operate without technology.
In fact, business and technology should be considered at the same time and in an integrated way. There is no such thing as business and technology anymore, there is only business. But technology is at the heart of your business model.
