When I consider digital over the next decade let’s consider something mundane like an auto repair. Today, we know something is wrong with our car, we schedule and go to an auto repair (often taking several hours off from work because auto repairs have limited weekend hours). We then are told what is wrong and what it will cost; however we have no idea if what they tell us is actually correct and if that’s the right price. We wait crammed around a tv drinking stale coffee and in a few hours we are done.
Now consider that the auto repair a decade from now will be: Our car informs us what is wrong and automatically shares potential auto repair locations, their prices and their ratings. We just click on the price and date. (That said, if you have i.e. a BMW it may only allow you to get the repairs at an authorized BMW, but that’s another discussion.) On the repair date, our car will drive itself to the auto repair and later that day will show up at our home, or perhaps the train station to pick us up from work.
This is one simple example … but my message is digital will change practically everything about the way spend our professional and personal time. As CEOs an important exercise is thinking through our business and determining scenarios of how digital will change our customer model.