The experience tax: How annoying software is quietly eroding customer loyalty
ID: 7c04d9dc-e33b-5cf7-8e47-5dcb3d56a9d1
STIX ID: report--7c04d9dc-e33b-5cf7-8e47-5dcb3d56a9d1
Feed Name: CIO Security
**The article argues that companies should align announcements with actual delivery to preserve customer trust, contrasting OpenAI's simultaneous GPT-5.5 announcement and release with Microsoft's missed Windows quality promises.** It recommends committing by quarter, delivering tangible improvements alongside announcements, under-promising and over-delivering, and letting accountable engineering teams set realistic timelines to reduce friction and maintain credibility.
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