Self-service technologies, which automate routine interactions between companies and customers, are a source of convenience and efficiency to both parties — until something goes wrong and the customer cannot make the system work.

Anyone who's ever watched a jazz ensemble jam knows it's a fluid process. Players have to listen to each other, yield the stage sometimes, take the spotlight every now and then and always stay in sync with the group.

To many participants at the recent Digital Smart Services Leadership Summit hosted by Qualcomm in San Diego, the phrase "smart services" is digital by definition.

Whether or not you believe the science on climate change is irrelevant, says Andrew J. Hoffman, a University of Michigan professor of sustainable enterprise. Whatever you think, it's long past the time to open your eyes to the business implications.