My company is the customer, the software being iterated is the software used by the company to conduct our business. But we develop software very badly because we're not a software company.
Between that and how all of our internal tech support was outsourced a couple of years ago so an Indian company could "do it better," I'm seeing this massive fucking iceberg. It's made of bad ideas, poor leadership and pajeets, and my big ass company is going to crash into it sometime in the next year or two.
I worked in tech support for this company for about 8 years, supporting the software they're iterating and business processes related to the software. The environment which led to this has existed for awhile but it's getting much worse. The Agile bullshit gets attention from me because over the past few years they have been hiring scrum managers to go to meetings and talk about work that other people actually do instead of fixing the existing issues with the software we rely on to stay in business.
I'm not in support or software development anymore, I'm in the business end of the company after the outsourcing. But all the software I use? That's the shit developed in house, and it's getting worse. It was already shaky before, and some of this stuff has been "in development" for five or more years, but they keep shoving features into it in the live environment. It doesn't work like it's supposed to and thanks to the outsourcing there's no longer viable support for people like me who have technical issues with any complexity. It's getting harder and harder to just do our fucking jobs and take care of the customers who are keeping the lights on.
Sounds like a perfect storm of poor software development practices and lack of support. Have you considered seeking outside expertise? For example ai consulting services
https://artjoker.net/services/ai-consulting/, who offer AI consulting services? Sometimes a structured, data-driven approach can help identify inefficiencies and improve processes without constantly putting out fires. Even if your company is not a primarily software-focused organization, engaging specialized guidance can prevent repeated mistakes and help your teams focus on real business outcomes.