Ross Popoff-Walker has a couple articles about how the UX design process at digital agencies is messed up. And Leisa Reichel posts about the tension in the agency client service model. Ross highlights the broken model most agencies continue to follow; and Reichel suggests processes like agile are in conflict with what clients expect from contracted work. Both seem to suggest that the client service model has to change for it to be possible to do this work better, smarter, faster. Good food for thought in these articles and the discussion around them.