Giant corporations are often compared to giant ships, difficult to steer & even harder to change course quickly. For instance, old telephony & new telephony are competing. The first needs to prove the worth of their old technology (wired lines), while the new can jump ahead and offer many new digital features without having the costs of infrastructure to deal with. As far as the audience/customer is concerned, they just need their service to work. They don't care why things don't work, or about the layers of difficulty you have to deal with to fix it.
UX, CX & What Your Audience is Really Seeing