A message for CEOs: You are slowly going out of business, and many of you don't know it yet.
Your customers demand reliable and compelling experience, enabled by your business technology (BT). If that technology fails, or if you fail to provide that technology, you will lose customers and market share. Your company will be acquired, broken up, or stagger into oblivion as an irrelevant zombie.
Early evidence? Store closings at Wal-Mart and Macy's are exhibit A, but stress fractures are appearing in financial services (Bank of America), telecommunications (Comcast), and the travel industry (United). Now none of these companies are going to disappear in the near term. But the pressure and time of "Customer geology" spell long-term trouble.
The threat is not understood at the top of most companies. In my years attending the World Economic Forum in Davos, I never once encountered a session on how technology should be deployed in large companies. CEOs aren't engaged, board members don't care, and most investors and analysts can't see beyond the quarter.Read more