“Innovation has nothing to do with how many R&D dollars you have. When Apple came up with the Mac, IBM was spending at least 100 times more on R&D. It's not about money. It's about the people you have, how you're led, and how much you get it.” - Steve Jobs

Customer Experience Innies? Where are you?

Besides the Apple example (and I’m not REALLY sure of that one) are there any internal people who are doing customer experience design?

What is an innie?
An innie is someone who is a salaried employee of a product producing organization. This is obviously vs. an outtie who usually works for an organization that is highered, even if long term, by that product producing organization.

I have been speaking with a lot of Product Development managers over the last few months at least in the NYC area and not a one has the role of someone who connects the customer experience between the actual product and the rest of the customer experience sphere and I’m really wondering how many organizations have a real sense of what “customer experience” is and that it needs to be a primary internal part of the organization.

The best I have seen is where support (side) applications like knowledge management and actual help documentation are also “owned” by the “user experience” organization regardless of the name. What I haven’t seen is where sales, marketing, support, product design, etc. are all looked after from the point of view of creating a coherent and consistent and well messaged customer experience.

I know some orgs hire out a one time consulting gig like hiring “Creative Good”, but this is not the same as having an internal customer experience team.

What about your org?

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