The central issue is that they will not change fast enough to meet customer needs. Customers will either reward or punish you for how you create values such as cyber service.

The central issue is that they will not change fast enough to meet customer needs, ... Customers will either reward or punish you for how you create values such as cyber service.

I'm forecasting now, particularly post-Y2K, that as many as 15 percent of all companies will transform their IT staffs.

It will be integrating everything, doing e-commerce, planning a business strategy -- all before you have your cup of coffee in the morning.

So, we're hoping that the reward will actually build bridges between us and them,

They will lose the sense of control that they can reward or punish the server based on the service they receive,