> We're left to guess what this means. What's work around the work? If that work is now unsavory, why can't they work on work rather than around it? Is this describing reducing the management layer? (support) or customer/partner support? Will they be replaced by automation? I get you don't want to go into specifics of who's let go, but then don't pretend you're providing a clear analysis, and don't give a washed out business lingo salad instead.

> TBH I don't see what changed on Spotify for a customer perspective in the past few years. I still see bugs I reported years ago, the UI is largely the same.

He didn't get into it because you answered it yourself. And anyone who has used it for a while has most likely the same initial thought.