Very nice article. It really puts things in perspective when considering the import of quality and performance for your services. As more sophisticated services, channels, and delivery models proliferate; it becomes even more important that services be seamlessly and speedily delivered. Clearly Generation Y (and Z) are defined by the immediacy of the times, and are driving rapid adoption of new channels which support that need. The onus rests squarely upon service providers to ensure that experiences of their services are immediate and consistently good if they are to capitalize. Remember the challenges internet banking brought for established "bricks and mortar banks" and the broader dotcom boom issues? Mobile will provide even greater risk of customer drain but it also increases the opportunities. Retaining and attracting generation Y consumers (and Z) will require revenue generating services, applications and IT infrastructure to be even more highly available and performant than ever before. Get ready. Learn more at http://www.ca.com/us/service-assurance.aspx