In today's world, technological development and innovation is progressing at an astonishing rate. The life cycle of a product or a service is not measured in years anymore, but in weeks or months. Each month, a multitude of devices are released in the market, and they are fashion/status statements to the same degree as communication devices. Data usage is exploding exponentially. The amount of information exchanged each second is exploding, driven by cloud-based IT models and mobile device usage.
This change in the technological landscape is also driving a change in customer behavior. Many long-standing behaviors have been changed forever, such as the way we communicate, the way we access resources, how we share information, and how we influence our society. These changes have also changed customer expectations regarding purchasing and service consumption. Customers need to use multiple channels to complete transactions, such as web, mobile, email, social networks,...