The business environment is changing at a faster rate than ever before. One of the drivers of change is clearly technology, which is disrupting business at multiple levels. Within the organization, technology is disrupting business processes and the roles people play. Outside the organization, technology is enabling new business models, leading to new forms of competition. Today’s customers have much more access to technology and devices, and they expect to use those to interact with businesses. They also expect businesses to offer more sophisticated, smarter products and services tailored to their needs and preferences.