They are called disruptors, and they are turning many traditional industries upside down. Brands like Netflix and Spotify and other online streaming services are forcing those in the broadcast and music businesses to completely rethink their customer engagement strategies. And new digital startups like Uber and Airbnb are doing the same for those in the travel and hospitality industries as well.
These peer-to-peer and on demand services are changing the customer experience, and consumers appear to be pleased at the prospect. Because these....