Disruptive technology is catalyst for change, not the reason

The future of business isn't tied to the permeation of Facebook, Twitter, iPhones and Droids, pins on Pinterest, apps or real-time geolocation check-ins. The future of business comes down to relevance and the ability to understand how technology affects decision-making and behavior to the point where the recognition of new opportunities and the ability to strategically adapt to them becomes a competitive advantage.

This is about the survival of both the fittest and the fitting. It takes more than a new presence in channels to improve customer experiences and relationships. It takes courage. It takes persistence to break through resistance. But, in the end, it's how you work with your leaders, or how you lead, to move toward an empowered and customer-centric culture that sets in motion real transformation. You have a special path you must follow to set in motion the change that opens the door to improve experiences inside and outside the organization.