Quote: Are you building a new contract to empower employees to solve the problems of empowered customers? Are you running into barriers? Finding successes? In either case, I’d love to hear about it.

Quote: When we hear the phrase “Trusted Advisor,” most of us think of external experts: consultants, actuaries, accountants, lawyers, the professions. But there is another group for whom that term is at least as relevant—maybe even more so. That group is made up of internal staff functions: and mainly the “Staff Big Four:” HR, IT, Legal and Finance.

Quote: The consumerization of IT is something that Gartner has written about extensively as a phenomenon where the technology people have in their homes is superior to the technology people use at their workplace.  While that presents challenges to CIOs and IT executives, there is a deeper and more profound change going on.  The consumer market is starting to matter more to technology providers than business marketplace and demands.