In 2001, I was in the final term of my master’s in e-Business at La Salle University in Barcelona. Ramon Ollé, who at the time was the chairman and CEO of Epson Europe, gave a master class on innovation and explained how, with the advent of the Internet (that had been around for “just” a decade), competition was no longer between multinational companies (e.g., General Motors vs. Toyota). Instead, competition was now among the cluster of vendors that formed a partner ecosystem around brands. Success was tied to the ability of the vendors in those ecosystems and their systems to collaborate real-time to enable the two main sources of customer satisfaction: exceeded expectations and speed.
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