While chairing a BSS conference in Europe recently, something I’ve done regularly for more years than I wish to remember, it dawned on me that things were changing, and changing rapidly. The secure world of service order processing, billing, payments and customer care I had been accustomed to had changed. I called it a metamorphism, because the change was so gradual I had hardly noticed it. I was about to experience an epiphany of potentially life-altering proportions. The ugly, writhing caterpillar...