Nice. I worked for a company recently where I sketched for the project I was on a workflow for the CRM we were designing around ideals like this. It wasn't pitched as well as it could have been, nor was it heard for what it was. In reading what you've laid out here, I see the strengths and flaws in what I proposed then. Not wrong, but also needed more faith from whom I was selling it to.

That said, excellent piece and thoughtful ways forward.