“Digital transformation is shifting businesses from process orientation to platform orientation. Google does not have channels — it has a platform, so it does not need a huge team of human intelligence maintaining each touchpoint.
What’s The Key to Success In A Platform? The technology is the easiest part. User adoption is the most difficult part of platforms.
The Ubers and Facebooks of this world frequently introduce clever features, quickly and at almost zero marginal cost. They are agile enough to exceed customer expectations without any major implementations, upheaval or cost implications, rolling out new offerings and scaling them up or down — at will.”