What is a top-of-mind issue for business and IT leaders today? Well, the title of our report is sure to give it away. It's of course, the customer. In this report, we'll be talking with technologist, Alan Trefler, author of the popular new book, Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation. We'll ask the author to discuss the details of his book, give us his take on today's customer, and explain what organizations can do to survive this current time of great “customer stress.” By watching this program viewers will gain valuable insight into the brave new world of the customer engagement. After successfully completing this segment you should be able to: Understand why customer engagements are so very different today Identify what IT and business leaders need to do to meet current customer challenges Understand the importance of effectively managing and analyzing customer data.