HB,
You could have saved yourself a lot of trouble by simply posting the Haddon-Cave report on here.
But H-C made a grave error of judgement when he recommended HB's point 11. Hiring outside experts instead of from within. At that stage CX management circled the wagons and found the ever reliable shredder.
Sam Ting Wong,
Name one major structural change CX has made since the Haddon-Cave review?
Also, name one, any, outside senior manager CX has employed since the 2011 report was released?
There's a good reason CX is relying purely on inward looking CX managers to formulate and implement "time to win". They learnt from Haddon-Cave that if you don't want to know the answer, don't ask the question.