As someone that considers UX and a user-centric approach to technology as their "edge" compared to most technologists, this is what keeps surprising me - because honestly it doesn't seem to me like it actually is or should be the "hardest" part at all. Compared to something like, say, solving differential equations, then I'd say that it seems fairly obvious, trivial even, to practice basic empathy and ask simple questions like "What could an average person get out of this technology?" and "How many of the technical details could we handle automatically so people don't have to bother with them yet still get most of the benefits?". At most I'd say it's the last 10-20% of the work on top of all the hard work on the tech (not because it's a small amount of work, but because the tech that comes before is so hard and time-consuming). But the company that gets the final part right gets most of the rewards (Pareto FTW!). Yet for some reason this tends to be different companies, doing the ground work and successfully commercializing the tech - why is that? Is it that hard to foster both a deeply tech-oriented and user-oriented culture in the same company? Is it too costly to invest in building expertise in both areas, so companies tend to choose one or the other? Is it because B2C is much higher risk than B2B, so it attracts a different kind of entrepreneurs?