// Hacker Noon · 12 January 2026

Interpretive Drift: Why Service Systems Keep Solving the Wrong Problem

Service systems often fail not because of poor execution, but because their underlying interpretations of customer needs and problems become outdated. While scripts, metrics and processes remain consistent and compliant, they no longer align with evolving customer expectations, contexts or risks. Th...

Hacker Noon

@hacker-noon · Norm Bond

hackernoon.com

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