Good Experience — Top Sites’ User Experience Teams and Their Challenge:

“In the long run, companies must ‘bake it into their DNA.’ Customer experience work, if taken to the logical conclusion, eventually reforms the company’s entire organization around the customer’s needs — not around business units and sales channels.

If this seems daunting, remember the good news: even the best websites in the world are dealing with this issue. Now is a good time to engage this issue within your company.”