Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day comes, you can't leave your house until they arrive. It's stressful to wait. You're unable to predict the actual time of their supposedly 'scheduled' visit. The whole ordeal is miserable.

It wasn't so long ago that broken Internet service was an issue I think my family experienced more often than the average American household! Nonetheless, waiting for our technician was agonizing because it seemed like an eternity waiting for them to arrive. Sometimes, we often thought they forgot us and never called to notify us!

Fortunately, things have changed. Field service is undergoing a massive transformation. You can now order a field service delivery on your mobile device as conveniently as a ride-sharing app and choose a time that works for your busy schedule.

The reason for this transformation and our heightened expectations can be explained by the customer-focused climate that we live in, which Oracle calls the "Experience Economy."

The Experience Economy is driven by the way the world works today. People expect physical goods to arrive at their doors in a matter of hours, not days – and they expect answers to arrive on their mobile screens in a matter of milliseconds.

In the Experience Economy, the customer is the innovator, not the enterprise. Technology lets customers create very personalized experiences. As people become more comfortable and facile with technology, they will create new ways of managing their daily lives and online experiences. And they will expect that kind of flexibility from every company they do business with.