Through breakthrough technological innovation, they extend the productivity frontier of companies and society.

FORBES: Why Start-ups Matter

Adding to the complexities of the CEM landscape is the emergence of big data, as detailed in the recent McKinsey Report Big Data, The Next Frontier for Innovation, Competition and Productivity.

FORBES: The New Art And Science Of Great Customer Experience

Big Data: The Next Frontier of Innovation, Competition, and Productivity (McKinsey Global Institute May 2011).

FORBES: Manufacturing Moneyball: Using Big Data and Business Intelligence To Spur Operational Excellence