Every project that uses Agile defeats 2. I'm not saying that Agile is the reason for this but after 15 years of seeing this repeatedly I'm very wary of places which place Agile as a component of their culture.
https://ludic.mataroa.blog/blog/tossed-salads-and-scrumbled-...
I often join support when they have a call with a customer demonstrating an issue. I also sometimes get to join support when they're on-site for training or similar.
Every time I watch users use our product, I learn so much about what to do and what not to do.
That is the opposite of all engineers I worked with. Engineers easily learn that they should click in the specific part of the element and will forget it is an issue and use it like that for 5 years if nobody point that the issue is making the UX terrible for most users.
The will to have nice things is a cultural value that some companies just don't have, and if they don't have it for themselves, they won't have it for their customers.
I can't help thinking that the "fungible engineer" concept has done a lot of harm to tech hiring and team structure - of course if you take a guy who most is excited about database optimisation and put him on UI work he won't be passionate about it.