The User Matters

These days, most executives in most fields are thinking about technology when they are thinking about strategy. “Digital transformation,” defined as the process of using technology to change how an organization operates and delivers value to customers, has remade many industry sectors—retail, banking, and entertainment, to name a few. And that "remake" has created new winners (Amazon, PayPal, Netflix, and Spotify) and caused the premature death of others (Blockbuster, Sears, Kodak, and much of brick-and-mortar retail).

Even the entertainment giant Netflix is in the midst of a technology overhaul (see Netflix Overhauls Its Home Screen For The . . .