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Bea – I agree with your thoughts completely. The experience is vital to ensure the experience and value derived is appropriate. The lack of coordination and interoperability across various systems is a huge barrier/risk when implementing technology today. The people, process, and technology need to be working together in alignment to create a seamless workflow and good experience to avoid those unintended consequences.
I am curious, are there any processes in place that your organization has been successful as using to help mitigate this risk?