What will drive disruption in our business, and how can we position ourselves to be winners and not losers? (Photo: Shutterstock)

I’ve been thinking a lot about the disruption tomorrow may bring. Most industries have already experienced more disruption than we have, so there has been much attention paid to potential disruption of our business in recent years.

Disruption takes place when the interface between a customer and a product provider is changed radically. Much of the disruption that has captured headlines is technology based. Think Uber, Airbnb or Tesla. Technology is just an enabling factor in disruption. The real point of disruption is the interface — the communications channel that brings customers closer to providers of products and services. The product or service itself is unchanged.

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