"Processos e experiência dos clientes" (parte II)

Em sintonia com o tema de fundo abordado em "Processos e experiência dos clientes", encontrei estes trechos no Capítulo 2, "The service economy", do livro "The Connected Company" de Dave Gray:

"The producer-driven economy is giving way to a new, customer-centered world in which companies will prosper by developing relationships with customers - by listening to them, adapting, and responding to their wants and needs.
.
The problem is that the organizations that generated all this wealth were not designed to listen, adapt, and respond. They were designed to create a ceaseless, one-way flow of material goods and information. Everything about them has been optimized for this one-directional arrow, and product-oriented habits are so deeply embedded in our organizational systems that it will be difficult to root them out.
.
It’s not only companies that need to change. Our entire society has been optimized for production and consumption on a massive scale. Our school systems are optimized to create good cogs for the corporate machine, not the creative thinkers and problem-solvers we will need in the 21st century."