In a world where customers’ needs and wants are constantly changing, platforms must affirm and reaffirm their relevance so that every moment matters. How do they do that? By personalizing every experience from acquisition through innovation, understanding customers’ emerging needs, having the agility to deliver new value fast and working seamlessly across the blurring boundaries between B2B and B2C. And by bridging the physical-digital divide to bring products and services to customers in a manner that fits how they want to use them.
