Recent studies by The Economist and Forrester found that great customer experience drives revenue, builds customer loyalty and creates meaningful differentiation. One powerful tool for understanding your customers experience and identifying areas needing improvement is the customer journey map.

IoT means plugging into massively interconnected systems where the screen is no longer the driver of the experience and individual companies no longer have ownership. These systems will bring together disparate customers, data, devices and services in a fluid environment where devices and data sources become transitory and are dynamically added and removed based on the customers needs at a particular moment. 

IoT and digital health exist in an incredibly complex environment of overlapping complementary platforms and devices made even more complex by the number and variety of people and organizations participating in the delivery and consumption of data and services. 

Here is a dirty little secret about all those business strategy books: They don't do any good. Thousands - sometimes millions - of people buy those books and push them to the top of the best seller lists. But all that reading doesn’t do any good.

Two men were born in 1948. Both were were raised in Great Britain. Both are married, have two kids, love dogs and are wealthy. And both are princes.

On the surface these men would appear to be quite similar. But engagement designed for one would probably fail for the other. One of these men is Charles, Prince of Wales. The other is Ozzy Osbourne, also known as the Prince of Darkness.