Is a team only as good as its tools? Or are the tools only as good as the team using them? I don’t have a definitive answer here, as I believe there’s truth in both statements.

But if there’s one thing I can say with certainty, it’s that concerns around ideal tech stacks come up a lot in my conversations with customer support teams. There’s a general sentiment that tech stack choices can result in a hugely positive force multiplier or a wide-reaching, noticeable drag. And with the proliferation of new tools and new categories — as well as the increasing importance of interoperability — these choices have become more challenging.

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