It’s time to hire ecosystem engineers. Experiences can’t work without them.

Every customer and employee experience is created by a complex ecosystem of technology, data, teams and processes designed to meet needs that have been defined by a variety of evolving influences. They grow organically over time, dispersed over different teams who have different goals and motivations. They are complex and messy, which is why, in part, transformations struggle to deliver against expectations 70–80 per cent of the time. Every change has a systematic impact, so to beat the odds, organisations need people who can engineer entire experience ecosystems, not just one part of them.

Read more about my perspective on experience ecosystem engineering.