Or how the middle management of Enterprise UX deals with the wicked problems of the experience landscape.
Disclosure: I work at Informaat experience design (The Netherlands) ~ “There is a growing need for UX managers in many organizations. Employees in this new role are facing big and complex challenges. Informaat organizes on a regular basis sessions of the UX Management Roundtable. In these meetings challenges are addressed and discussed UX managers are facing. Conversations of the roundtable from the past two years have now been documented in a free white paper.”
(Susanne van Mulken, Rob van der Haar, and Peter J. Bogaards ~ Informaat BiRDS on a W!RE) ★
Finding what you’re looking for implies you know what to look for.
“The customer experience, in all its different facets, is moving into the focus of innovation management.(…) Firms have started abandoning the transactional and product-oriented view of customer relationships. Instead, they have begun to design and align all their interactions with a customer so that consistent experience cycles evolve. Practical product functions are becoming a commodity and the communicational functions as well as the symbolic environment are becoming competitive differentiators. The product is thus merely one element to develop and is to be embedded in an equally important environment of consistent and meaningful customer touch points. The key challenge for firms is to handle the dispersion of responsibilities for relevant touch points across functions and business partners. Therefore, this research explores the means for an effective management of the experience design activities.”
(Torsten Lars Brodt)