3 points Lisa deBettencourt (@ldbett) shared in her review of the MITX panel she was on.

  1. When large organizations stay to use customer knowledge to inform innovation they “face new problems of managing access and distribution of insights at scale.”
  2. “discovery, synthesis, and decision making process itself and can be distributed in real-time.”
  3. The best way to leverage user researchers is to have them “perform research to inform business decisions, as well as teaching and coaching others”