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Once again, "domain knowledge" appears as the unsung hero. No matter how much tech a company throws at a problem, it won't compensate for lack of domain knowledge. (Though they might confuse themselves into thinking it has ...)

I'm reminded of a line from Pennac's "La Fée Carabine" the part where Inspector Pastor says that it's not about the answers they give, but the questions you have to ask in the first place.