January 30, 2013
Embedding in the existing organization. A big challenge for UX and CX management and staff.
"It's time to leave the web sandbox and lead the organization into a deeper understanding of the power and use of digital channels. It's time to inform and engage executives so that organizational expectations are reasonable and that they're supported culturally and fiscally. So maybe you can clean up the mess in six months - but it's going to take a lot of resources and a cultural shift that can probably only be directed from an executive level. Most likely though, tough 'redesigns' are going to be ongoing evolutions."