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The CIO (or the Board) should not imagine that something as long established as telephony is a topic that is well past its debate-by date. Any illusion of commoditisation would grossly underrate the massive design progress of very recent years.

So what has changed?

First, business has changed. What we expect, what customers expect and what employees expect has been transformed. Secondly, the technology underlying many services – especially telephony – has changed almost beyond recognition.

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