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Since 1982, technology—data processing, increased dependence on electronic systems and greater use of analytics—has become the gorilla in the room. That gorilla goes anywhere it wants to, and that’s the problem our industry faces today. Leaders around the world have been trying to push the gorilla in a direction they want it to go, but the technology gorilla has a mind of its own. Chasing the advances while trying to predict the future has proven difficult at best, impossible for some, and all are paying the price for misjudgments. About the time they think they have a good plan, something totally unforeseen pops up.

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