"Steven Sinofsky described the PC era as repeatedly surfacing technical complexity in debates that often had little to do with customers."
Direct online source - Steven Sinofsky, Hardcore Software web serialization, section 004 “Everything Is Buggy”, February 11, 2021. The public serialization contains the same passage as the Kindle note from p. 56 about complexity being surfaced for analysts and pundits while product teams tried to hide it from customers.
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