The cloud is not just reshaping how companies provision technology, it's changing customers' experience. A technology platform that is easily scalable for and accessible to the billions of connected devices customers use -- PCs, smartphones, tablets, TVs, cars, jet engines, and more -- has allowed cloud-services companies to completely reinvent experiences. No one was using black car drivers' idle time to disrupt the taxi industry on a mass scale prior to Uber.

Millions of customers, both consumers and business clients, have flocked to these cloud services, believing these are better experiences. The proof? The cloud computing elder Amazon is a perennial leader in Forrester's Customer Experience Index and has a market capitalization over $200 billion. So, the question you're probably asking is, "Does this mean that we need to build our customer interaction points in the cloud?"

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