I cannot think of a single decision driving SF in the right direction. From the madness of EOM, 3 minute call center limits, 40 transactions to process, 90 claims to close, only savvy corner cutters with family in the building survive. IT and Business are cutting staff in the thousands in lieu of Generation Z'ers who come to work expecting to go to the collab room and play games during the day. We are down to hiring people that come to call centers in flip flops and don't really care to be remarkable. And why would you. Potty breaks are monitored and everyone is squeezed like a zit until they explode. The entire organization from sea to shining sea is a pressure cooking sweat shop. The people they find to say how great the place is are a special breed with some kind of family connection where their metrics are overlooked. Think of the technology version of the worst factories in the industrial revolution. To the competition I say, if you ever thought about coming for SF directly, now is the time. You can kick SF A_s as far as you want at this very moment. All those long time policy holders with no claims ripe for the picking.
If you work at SF, the beatings will continue until morale improves.