USA TODAY featured a full excerpt from Brian Solis’ new book, WTF.

The piece discusses how businesses should embrace disruptive technology as catalyst for change, not the reason for it. He believes that the customer journey is still evolving. But, how businesses react and ultimately lead the enhancement of relationships is not solely determined by technology though. To truly get closer to customers takes a culture of customer-centricity, empowerment and innovation.

Read the excerpt here.