Do we actually know what being customer focused is?
This DTI commissioned report on "Innovation through people centred design – lessons from the USA" points to the importance of including customer understanding (though a range of research tools) for identifying long term, innovative opportunities as well as incremental improvements. As a memo for why this stuff is important, it is helpful. It might suggest ways we could build on the channels research to meet the needs of a business strategy and it is also highlights the difficulty of getting customer focus embeded in any organisation, particularly below senior level to combat technology led strategy.
In the immediate term, and given changes to the e-services project, some of the theories – e.g. some customer input, a more multi-disciplinary team- might help?