>Understanding the whole process was important even in that industry at that time.
Understanding the whole process of the issue you're trying to solve is important in any industry, but that requires people to be proactive. Unfortunately, these days there's a lot of "well, we know what the customer really wants" because they looked at a NPS score or rely exclusively on survey responses, which are inherently reactive.
Understanding the whole process of the issue you're trying to solve is important in any industry, but that requires people to be proactive. Unfortunately, these days there's a lot of "well, we know what the customer really wants" because they looked at a NPS score or rely exclusively on survey responses, which are inherently reactive.