Inflection Point: How the Convergence of Cloud, Mobility, Apps, and Data Will Shape the Future of Business

9. The IT Department of the Future

There’s a big movement to say we’re not just adding services to our business and our product; we’re actually trying to design an experience. You’ll see that language being used. We’re in the experience design business.

—Philip Kotler, author and professor of International Marketing at the Kellogg School of Management at Northwestern University

Let me take you on a very brief trip back in time.

The year was 2008—the year the New York Giants beat the New England Patriots in the Super Bowl. Toshiba announced the formal recall of its HD DVD video formatting, ending its format war with Sony’s Blu-Ray Disc. Fidel Castro retired as the president of Cuba after nearly fifty years. Danica Patrick won the Indy Japan 300, ...