Every business looks similar to many IT people.
Most IT professionals have bought into the idea that if you simply supply certain technological tools from certain vendors, everyone will have what they need to do their jobs. Meanwhile, the non-IT people in the business complain about the tools getting in their way and either give up on integrating technology or are genuinely confused about how to proceed.
After beating our heads against this wall for the past two decades, we finally understand the problem well enough, and the technology is finally good enough, that we can approach things differently.
That approach is human-focused.