These so-called legacy applications constitute a seamless supply chain, a sophisticated customer experience, order management systems, accounts receivable systems, and so on.

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Enterprises seeking a digital edge transform processes, business models and the customer experience by exploiting the pervasive digital connections between systems, people, places, and things.

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Well, there you have it just another ho-hum year ahead for CIOs expected to imagine and deliver indispensable market intelligence and insight, optimized business processes, unmatched customer engagement and experience, bullet-proof global security across systems of record as well as tens of thousands of handheld devices, social opportunities, and the perfect blend of cloud and on-premise systems that will ensure their companies remain healthy, wealthy, and wise.

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What the experience with Anne demonstrates is that customer relationship and customer care systems also need to be flexible enough to foster and support the creation of new ideas and information from within the organization.

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