As I read the transcript of a discussion between Jesse James Garrett and Lou Carbone, I see where an answer to these questions might be forming:
When you look at the organizations of the past, [they were like] bus drivers driving buses along the prescribed route, [with a] certain number of stops to make and doing the same routine over and over again. And the customer really came along for the ride. Today, [when it comes to] doing business, the model is considerably more like taxis. We're not even sure what the customer needs until the customer communicates [it to us] and we can anticipate what they want. Then what we end up doing is snapping together a set of capabilities to deliver the experience that they want. And that's very, very different.Excellent analogy, Lou. I really hope that at some point this transformation that can happen. The interim might be very painful.