I understand you, but you're thinking incorrectly
In an ideal world you would always "present a pleasant experience to its users. Not just initially but throughout the whole process". Who could argue with that? However my point is that providing that experience requires investment. You do not get there from here without investment. Absent investment, you do not get that experience. I think that's pretty clear.
I agree with you that, for better or worse, perception rules the world. Shifting perspective requires the ability to partner with business folks who listen to IT just as much as it is required that IT listen to business. That is often not an option. You overlook willingness as a prerequisite to collaboration, assuming that willingness exists when, in my experience, it often does not. Stamping one's feet and jumping up and down screaming "I want! I want!" does not suddenly make resources available to get it done.
Due to a knowledge deficit, fear, doubt, or whatever excuse you care to make, the bottom-line is that progress will not be made without collaboration, and collaboration is difficult to arrange.
If it truly is all about costs, then you would be right about IT getting on the cost reduction wavelength. Unfortunately, that's not what its all about, so you're wrong.
If you come to an IT department seeking a new shiny tool in order to support growth, and want them to execute, you need to support their ability to deliver through resources and cap-ex (e.g. Investment).
If you think they can deliver the new shiny without investment while they are already severely hamstrung simply serving the support role (which is where many organizations exist today in their thinking), then expect failure.
Its a two way street, and always has been. Shifting responsibility from one stakeholder to another is a fruitless endeavor.
"And freeing up IT staff to do other things is not the answer. They want answers that means something to them not to us.". Empathy is required in any equation where results are desired. How do you deliver results without resources to execute? Please explain your thought process. I'm all ears.
