Acknowledgments and Interviewees


David Kiron is the executive editor of Innovation Hubs at MIT Sloan Management Review, which brings ideas from the world of thinkers to the executives and managers who use them. He can be reached at

Doug Palmer is a principal at Deloitte Consulting LLP and leader of Deloitte’s Social Business practice. He can be reached at

Anh Nguyen Phillips is a senior manager within Deloitte’s U.S. Strategy, Brand & Innovation group, where she leads strategic thought leadership initiatives. She can be reached at

Nina Kruschwitz is an editor and the special projects manager at MIT Sloan Management Review, where she coordinates the publication’s Innovation Hub activities. She can be reached at


Natasha Buckley, Senior Manager, Deloitte Services LP

Jonathan Copulsky, Principal, Deloitte Consulting LLP

Alex Dea, Business Technology Analyst, Deloitte Consulting LLP

Deb Gallagher, Director, Marketing & Operations, MIT Sloan Management Review

Martha E. Mangelsdorf, Editorial Director, MIT Sloan Management Review

Mark White, Principal and CTO, Deloitte Consulting LLP

Laura Winig, writer


Michael Barrette, MIT Sloan Management Review; Patricia Favreau-McKinley, MIT Sloan Communications; Chris Heuer, Deloitte Consulting LLP; Prasad Kantamneni, Deloitte Services LP; Laura Pinsky, MIT Sloan Communications; Joseph Press, Deloitte Consulting LLP; Venkat Reddy, Deloitte Services LP; Giovanni Rodriguez, Deloitte Consulting LLP; Prathima Shetty, Deloitte Services LP


Anthony Bradley, Group Vice President, Gartner; Charles Dickerson, Vice President of Customer Care, Pepco Holdings; Vince Golla, Director of Digital Media and Syndication, Kaiser Permanente; Fergus Griffin, Senior Vice President for Solutions Marketing,; John Hagel III, Co-Chairman, Deloitte Center for the Edge; Catherine Havasi, Director, Digital Intuition Group, MIT Media Lab; Donna Hoffman, Professor, University of California, Riverside; Gerald Kane, Assistant Professor, Boston College; Charlene Li, Founder, The Altimeter Group; Andrew McAfee, Principal Research Scientist, MIT; Mark McDonald, Group Vice President, Gartner; Matt Moller, Director of Digital Engagement, Samsung; Natasha Nelson, Vice President of Business Intelligence, Cara Operations; Wanda Orlikowski, Professor, MIT Sloan School of Management; Keri Pearlson, Adjunct Professor, Babson College; Tom Poole, Managing Vice President for Mobile and Social Media, Capital One; Randal Robison, CIO, Georgia-Pacific; David Sacks, CEO, Yammer; Jeff Schick, Vice President of Social Software, IBM; Derek I. Smith, Senior Vice President of Operations Strategy, 20th Century Fox; Edwin J.