alt Hacker NewsThe CX team was created to facilitate the creation of a centralized dashboard to help support staff resolve customer issues quickly.
The manager decided there wasn't enough alignment (no "human connections"), and therefore each team should build an individual dashboard, then later (how much later?) realized the teams did not have the skills/motivation to do so.
The justification for why the manager steered the project in a completely new direction might be missing context. Unless I'm reading this wrong, their devs just needed to expose some APIs and they could get back to their work, no longer on call for handling support requests.
I'm left a bit confused why the original plan wouldn't have worked.
It had the feeling the author made his backend guys develop "product teams dashboards", which they lacked the skill to implement.
Even though that's not what leadership wanted and they tasked the CX team with the dashboards (..for good reason?)
I was definitely confused the whole article and have had to guess at the author's intention. I hope the communication was clearer during working hours..