Where Does Responsibility Lie?

(A foreword, in the style of Samuel Pepys)

Late to bed, but not before receipt of an electronic mail from Mr. Fitzpatrick of Boston, a most good-humoured fellow of curious and sharp intellect, to whom I promised action of a distributary nature come the morning.

He asks for assistance in the pursuit of data for an ongoing pursuit of where in a company ‘responsibility’ does reside.

I made plain my own interest in his endeavours, and did promise to avail my friends and associates of his intent. I republish his letter in full, so as not to vex the reader further…

I’m working on a new study on the accountability for the role of customer experience within the modern organization, and I’m looking to get some data that will help paint a better picture of where that responsibility lies and how it’s measured/used. At present, there’s not much usable/useful data on the topic.

In the interest of casting as wide a net as possible, I’ve put together a quick Google survey; found here: http://almty.co/cx that I’d like to put in front of a few hundred members of large organizations.

I’m hoping that you can help put this in front of people I’d otherwise not reach.

I’d appreciate any help you could provide in sharing the link with anyone you know within a large enterprise organization, and inviting them to share it with others (multiple responses from the same org are especially helpful in this process). I’m aiming for as broad a cross-section as possible: junior/mid-level/senior, marketing/HR/product/engineering, etc.

It shouldn’t take anyone more than 2 minutes to complete. It’s completely anonymous, and no one will ever be contacted, nor will the company they work for ever be directly referenced.


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