Gartner RAS Core Research Note at Adobe.com – HTML5 and the Future of Adobe Flash [PDF]:

"The root causes for a suboptimal user experience consist of lack of appropriate process and governance, and lack of a genuine commitment to a quality user experience. Such a commitment would lead organizations to adopt a user-centered, usability-oriented development process. Rather than taking these steps, we see a lot of projects that are “stakeholder-driven” (i.e., driven by internal politics). […] Most enterprises don’t seem to care enough about the user experience to change their habits (in terms of processes that are developer-driven, vendor-driven and stakeholder-driven, rather than user-driven)."

(Via Mike Slinn at InsideRIA.)