Your Technology Reflects The State Of Your Customer Experience Ecosystem, So Plan Accordingly

The business press has come alive over the past few weeks as companies as diverse as Delta, Facebook, and Tesla have publicly declared that they want to own software development for key applications. What should catch your attention about these announcements is the types of software these firms want to control. Delta is acquiring the software IP and data associated with an application that affects 180 of its customer and flight operations systems. Facebook is building proprietary software to simplify interactions between its sales teams and the advertisers posting ads on the social networking site. And Tesla has developed its own enterprise resource management (ERP) and commerce platform that links the manufacturing history of a vehicle with important sales and customer support systems. Tesla's CIO Jay Vijayan, in describing his organization's system, sums up the sentiment behind many of these business decisions: "It helps the company move really fast."

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