The Problem with Software

My company is in the business of making better software and making software better. Every customer I talk to is in the midst of some initiative to have new/better/latest software solutions to offer their own customers or employees; they all expect an “Uber-like experience across the channels” if you can forgive my predictable reliance on the common parlance du jour. A regular frustration for those tasked with the ‘make our software better’ challenge is that everyone in the organization is a critic, but few ever get together to work on the answer – or even declare in a crisp, thoughtful, actionable phrase what exactly is the problem. What, specifically, needs to be better?