Customer Experience for the Platform Business Model

The past decade has seen a massive business disruption due to the rise of platform businesses, such as Amazon, Apple, and Google. Ten years ago the world’s biggest companies by market capitalization were all traditional pipeline businesses; today eight of the top ten are platforms. I’ll explain some of the crucial differences between pipeline and platform businesses, offer examples of the power and growth potential of platforms, and describe a new approach to customer experience as we shift from 20th century pipelines to 21st century platforms.