Was your customer service once beautiful?

“There is one great difficulty with a good hypothesis. When it is completed and rounded, the corners smooth and the content cohesive and coherent, it is likely to become a thing in itself, a work of art. It is then like a finished sonnet or a painting completed. One hates to disturb it. Even if subsequent information should shoot a hole in it, one hates to tear it down because it was once beautiful and whole.”– John Steinbeck, Sea of Cortez. The one hypothesis we all hold dear as t

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