Thanks for your comment, Danny Garber. Cost-cutting is a good point, and definitely part of the problem. I believe it’s mainly, though, your second point. If we take both your points onboard, it means a very serious problem for organisations trying to become customer-centric (not to mention the host of others). What constitutes a good designer? My article just discussed service and strategic design, but I think it’s relevant for other design practices, too.