For most companies, new capabilities will need to be sourced externally in five main areas data analytics and insights, product and service innovation, content and communications, customer experience design and delivery, and brand, reputation and citizenship.

FORBES: Building Your Customer Engagement Ecosystem

Starting with the database technology that removed me from the equation, to the design of the service process, to the human factor, the entire brand experience integrated seamlessly.

FORBES: Measuring the Distance Between a Brand Promise and a Brand Experience

The internet radio service has just undergone a rebirth, with a brand new white and burnt orange logo and a completely revamped design -- on web, mobile and Xbox -- in an effort to reintroduce itself to the mainstream and stave off competition from the likes of Pandora, Spotify and Rdio.

ENGADGET