Jeff, I particularly appreciate your recognition that this is a systems problem that demands a systems approach. In the same way moving your family is frightening because it is so disruptive to a mind-bending web of interconnected people, processes and data (yep, I'm a nerd), changing business systems is challenging because you still need to sustain business operations while you are in transition. In other words, while recognizing that root cause analysis and customer-centric design is critical, you've also recognized that it's equally important to take advantage of incremental and transitional strategies relying on your customer service representatives, for example. A combined approach may increase overall transition time and cost; however, it is also likely to lower the "activation threshold" which can inhibit change. It works because it lowers the cost of the fist steps, it reduces disruption, it lowers risk, and it allows groups to experience the benefits of customer-centered design incrementally, to build momentum for sustainable change and ultimately to transform their culture. Our new Context Service can also play a key role in that transition, allowing disparate systems to interoperate by exchanging customer "journey" context between legacy and new systems, between cloud and premise-based apps, between automated web and mobile systems and personalized, customer service.

Nice job!