I looked at Cresta, United Airlines, CVS Health, and NiCE. Some accounts described work beyond supplying software. They do not establish a market-wide divide.
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I initially wondered whether the difficulty of getting other teams involved was particular to the companies or market I knew. Looking at Cresta, United Airlines, CVS Health, and NiCE, I saw accounts that went beyond supplying software and described changes to how work was done. I also found accounts where discovering a problem did not lead to action.