"Thanks Prem. I don't think beating your self up for any inability in the past to make sense of this is worth it. The approach, mindset, technology was very different. And most orgs were high on the promised efficiencies of process automation, by going from paper to machine, or EDI to Web and on and on. Now we have new challenges and opportunities. The customer is implicitly demanding a new engagement model thanks to the social web. If there's a willingness to re-think how we work, the approaches and tools to get there are available.  What an awesome time to be around to witness and to help improve the world of work. :)" - Sameer