We’re in the second wave of the digital revolution, says Ralph Rivera, the BBC’s Director of Digital––but not everybody knows that yet.In the first wave, analog businesses started websites and established an online presence, in most cases doing whatever they’d already been doing, but in the digital space. Newspapers became online newspapers. Online television channels showed the same TV programs, online.Take advantage of connectivityThe first wave of digitization involved offline industries moving online. The new phase involves conceiving of online ideas that are not possible offline.Connectivity defines the new era. Engaging directly with individuals or audiences provides valuable data streams. Develop an identity system that allows you to cater service to the individual. Be cognizant of your customer touchpoints. Does customer behavior in one area reveal opportunity in another?Gather the right amount of dataBalance the perceived cost of your data collection with the perceived...